Night Guest Service Line Agent

3 days ago

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

At Meliá Hotels International, we are seeking a highly skilled and customer-focused Night Guest Service Line Agent to join our team.

Job Summary:

The Night Guest Service Line Agent will be responsible for providing exceptional customer service to our guests through our telephone line, ensuring that their needs are met and exceeded.

Key Responsibilities:
  • Comply with our customer service strategy, efficiently managing all guest requests and committing to achieve total customer satisfaction.
  • Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
  • Inform and offer customers, via telephone, services and products according to their preferences, both in the hotel and in the destination, applying up-selling and cross-selling techniques to optimise the hotel's extra revenues.
  • Manage a high volume of emails, preparing detailed reports, and ensuring accurate documentation.
  • Manage customer incidents, following the established protocols.
  • Efficiently use the different departmental management tools necessary for the daily control of operating procedures.
  • Be knowledgeable of the Voice of the Customer results, complying with the established improvement plans.
  • Verify material orders following the set product guidelines, for better optimisation of economic resources.
Requirements:
  • Customer Service skills
  • Fluency in English. Additional Spanish would be advantageous.
  • Strong administrative skills are essential.
  • Good communication and problem-solving skills.
  • Be available to work night time.
About Us:

Meliá Hotels International is a global hotel chain committed to providing exceptional customer service and creating unforgettable experiences for our guests. We are a diverse and inclusive company that values our employees and strives to create a positive work environment.

We are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritise disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

We support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to all our collaborators, we make it possible.

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