Guest Service Line Representative
9 ore fa
We are seeking a highly skilled Guest Service Line Agent to join our team at Meliá Hotels International. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is nothing short of unforgettable.
Key Responsibilities- Customer Service: Comply with our customer service strategy, efficiently managing all guest requests and committing to achieve total customer satisfaction.
- Guest Experience: Ensure the customer experience, personalizing their stay, anticipating their needs and exceeding their expectations.
- Service and Product Offerings: Inform and offer customers, via telephone, services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimize the hotel's extra revenues.
- Incident Management: Manage customer incidents, following the established protocols.
- Departmental Knowledge: Comply with the attributes, standards and manuals applicable to their department.
- Operational Efficiency: Efficiently use the different departmental management tools necessary for the daily control of operating procedures.
- Continuous Improvement: Be knowledgeable of the Voice of the Customer results, complying with the established improvement plans.
- Inventory Management: Verify material orders following the set product guidelines, for better optimization of economic resources.
- Technical Skills: Knowledge of Microsoft (Word, Excel, Outlook).
- Language Proficiency: Excellent knowledge of English and Italian, a third language is a plus (ideally Spanish).
- Previous Experience: Previous experience in the same role inside a Hotel of the same level.
- Availability: Available to work shifts.
- System Knowledge: Knowledge of Micros OPERA.
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