Night Guest Service Line Agent

3 months ago

London, United Kingdom Melia Hotels International Full time

“The world is yours with Meliá”  

Discover a boundless 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 Meliá White House Hotel NW1 3UP

Meliá White House is a modern and elegantly newly refurbished hotel exceptionally located next to Regent’s Park, within a short walk from the world-renowned shopping streets of Oxford Circus & Regents Street. Warren Street, Great Portland Street and Regent’s Park underground stations are all within a 5-minute walk.

** Salary package:  up to   £26,//  Health cash back plan // Meals on duty // Pension scheme // Loyalty rewards and referral bonuses // many more**

SWITCHBOARD / GUEST SERVICE LINE AGENT

Mission:  The Guest Service Line Agent complies with the daily operations of the department, attending all customer requests through the telephone line and committing to achieve excellence in customer satisfaction.

Responsibilities will include, but are not limited to:

· 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.

· Verify material orders following the set product guidelines, for better optimisation of economic resources.

What are we looking for:

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.

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

At Meliá we are all VIP  

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP  People. 

At Meliá Hotels International, 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 prioritize 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 dicrimination, 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 .

Additionally, 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 al our collaborators, we make it possible. 

If you want to be “ Very Inspiring People “, follow us on: 

– TIKTOK – LINKEDIN – INDEED – GLASSDOOR

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