Customer Service Representative

2 months ago

London, Greater London, United Kingdom Melia Hotels International Full time
Job Title: Switchboard / Guest Service Line Agent

About the Role:

Meliá Hotels International is seeking a highly skilled and customer-focused Switchboard / Guest Service Line Agent to join our team. As a key member of our front-line staff, you will be responsible for providing exceptional service to our guests through our telephone line, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:

  • Manage customer requests and complaints in a professional and courteous manner, ensuring total customer satisfaction.
  • Personalize the guest experience, anticipating their needs and exceeding their expectations.
  • Inform and offer customers services and products according to their preferences, applying upselling and cross-selling techniques to optimize hotel revenues.
  • Manage customer incidents, following established protocols.
  • Efficiently use departmental management tools for daily control of operating procedures.
  • Be knowledgeable of Voice of the Customer results, complying with improvement plans.
  • Verify material orders following set product guidelines for better resource optimization.

Requirements:

  • Excellent customer service skills.
  • Fluency in English; additional Spanish is advantageous.
  • Good communication and problem-solving skills.

About Meliá:

Meliá Hotels International is a global hotel chain committed to providing exceptional service and creating unforgettable experiences for our guests. We value diversity and inclusion, promoting equal opportunities and a socially responsible approach to business.

Join Our Team:

At Meliá, we are passionate about delivering exceptional service and creating memorable experiences for our guests. If you share our values and are committed to providing outstanding customer service, we encourage you to apply for this exciting opportunity.

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