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Telephone Operations and Guest Relations Specialist

3 months ago

London, Greater London, United Kingdom Melia Hotels International Full time

Welcome to Meliá Hotels International

Embarking on a career with Meliá means entering a world of opportunities where your professional growth and training are limitless. You will experience the essence of belonging to a global family.

About Meliá White House Hotel

Meliá White House is a stylishly modern hotel, recently renovated, ideally situated adjacent to a beautiful park and just a short stroll from premier shopping destinations. The hotel is conveniently accessible via multiple underground stations within a brief walking distance.

** Compensation Package: up to £26, plus service charge // Health cash back plan // Meals provided during shifts // Pension scheme // Loyalty rewards and referral bonuses // and more**

POSITION: TELEPHONE OPERATIONS AND GUEST RELATIONS SPECIALIST

Objective: The Telephone Operations and Guest Relations Specialist is responsible for managing the daily functions of the department, addressing all guest inquiries through the designated telephone line, and striving for excellence in customer satisfaction.

Key Responsibilities:

  • Adhere to the customer service strategy through the established communication line, effectively handling all guest requests while ensuring total satisfaction.
  • Enhance the customer experience by personalizing their stay, anticipating their needs, and surpassing their expectations.
  • Inform and promote hotel services and products to customers via telephone, utilizing upselling and cross-selling techniques to maximize additional revenue.
  • Address customer issues by following established protocols for incident management.
  • Utilize departmental management tools effectively for daily operational control.
  • Stay informed about customer feedback and adhere to improvement plans as necessary.
  • Verify supply orders in accordance with product guidelines to optimize resource management.

Desired Qualifications:

  • Strong customer service abilities
  • Proficiency in English; additional Spanish language skills are a plus.
  • Excellent communication and problem-solving capabilities.

At Meliá, every individual is valued

Our team consists of exceptional professionals who contribute to creating memorable experiences. From entry-level to senior positions, each member possesses unique qualities that foster continuous growth and opportunities to shape your future.

Our commitment to warmth, closeness, and passion for our work ensures that your journey with Meliá is filled with unforgettable moments, all while feeling like part of a larger family.

Meliá Hotels International is dedicated to promoting equal opportunities for all employees, fostering a corporate culture that values diversity and inclusion. We strive to eliminate discrimination based on disability, race, religion, gender, or age, believing that diversity is essential for our success as a global organization.

Furthermore, we are committed to sustainable growth through a socially responsible approach . Our guiding principle is: "Towards a sustainable future, from a responsible present" . Together with our partners, we make this vision a reality.