Nighttime Guest Services Representative

4 weeks ago

North West London, United Kingdom Melia White House Hotel Full time

Welcome to Meli

Embark on an exciting journey with Meli, where the possibilities for professional advancement are limitless. Join us in a global adventure that allows you to work in diverse locations and become part of our expansive international family.

About Meli White House Hotel

Meli White House is a contemporary and stylishly renovated hotel, ideally situated near Regents Park, just a short stroll from the famous shopping avenues of Oxford Circus and Regents Street. The nearby underground stations, including Warren Street, Great Portland Street, and Regents Park, are all within a 5-minute walk.

Compensation Package: up to £26,780 // Health cashback plan // Meals provided during shifts // Pension scheme // Loyalty rewards and referral bonuses // and many more benefits.

SWITCHBOARD / GUEST SERVICE LINE AGENT

Role Overview: The Guest Service Line Agent is responsible for managing the daily operations of the department, addressing all customer inquiries via telephone, and striving for excellence in guest satisfaction.

Key Responsibilities:

  • Adhere to the customer service strategy through the designated telephone line, effectively handling all guest requests while ensuring complete customer satisfaction.
  • Enhance the customer experience by personalizing their stay, anticipating their needs, and surpassing their expectations.
  • Inform and present customers with services and products over the phone based on their preferences, utilizing up-selling and cross-selling techniques to maximize additional revenue for the hotel.
  • Handle a significant volume of emails, prepare comprehensive reports, and maintain accurate documentation.
  • Address customer incidents in accordance with established protocols.
  • Utilize various departmental management tools essential for the daily oversight of operational procedures.
  • Be well-versed in the Voice of the Customer feedback, adhering to the improvement plans in place.
  • Verify material orders following the specified product guidelines to optimize financial resources.

Qualifications:

  • Strong customer service skills.
  • Fluency in English; proficiency in Spanish is a plus.
  • Excellent administrative capabilities are crucial.
  • Effective communication and problem-solving skills.
  • Availability to work during nighttime hours.

The ideal candidate must possess eligibility to work in the UK.

At Meli, we value every individual

Our team comprises exceptional professionals who enhance everyday experiences. From entry-level to senior positions, each member brings unique qualities that make working at Meli a continuous opportunity for growth and a pathway to shape your future.

Our warmth, approachability, and passion for our work create an unforgettable experience at Meli, filled with meaningful moments and a sense of belonging to a large family where we recognize you as a VIP individual.

At Meli Hotels International, we are dedicated to promoting equal opportunities for all employees, with a commitment from management and adherence to our Human Resources policies. We emphasize a corporate culture that fosters effective equality and raises awareness about the importance of collective action.

We champion our commitment to equality and diversity, actively preventing any form of discrimination based on disability, race, religion, gender, or age. We believe that diversity and inclusion among our workforce are vital for our success as a global organization.

Moreover, we support the sustainable growth of our industry through a socially responsible team. Our motto is: Towards a sustainable future, from a responsible present. Together with our partners, we make this vision a reality.

If you aspire to be Very Inspiring People, we invite you to explore opportunities with us.

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