Night Guest Service Line Agent

3 weeks ago

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

Meliá White House Hotel Job Opportunity

Discover a career path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family.

About Guest Service Line Agent Role

The Guest Service Line Agent plays a vital role in the daily operations of the department, attending all customer requests through the telephone line and committing to achieve excellence in customer satisfaction.

Responsibilities:

  • Comply with the customer service strategy through the established telephone line, 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.

Requirements:

  • Candidate must have customer service skills.
  • Fluency in English is required, with additional Spanish being advantageous.
  • Strong administrative skills are essential.
  • Good communication and problem-solving skills are necessary.
  • Availability to work night shifts is required.

The successful candidate must already have eligibility to work in the UK.

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