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Guest Service Representative

2 mesi fa

Milano, Lombardia, Italia Melia Hotels International A tempo pieno

Embark on an exciting journey with Meliá as a Guest Service Representative. Our team is passionate about delivering exceptional customer experiences, and we're looking for talented individuals to join our ranks.

Key Responsibilities:

  • Manage customer inquiries and requests through our telephone line, prioritizing excellent service and satisfaction.
  • Personalize guest experiences, anticipating needs and exceeding expectations to create memorable stays.
  • Inform and offer customers services and products tailored to their preferences, applying upselling and cross-selling techniques to optimize revenue.
  • Manage customer incidents efficiently, adhering to established protocols.
  • Comply with departmental attributes, standards, and manuals to ensure seamless operations.
  • Utilize departmental management tools for daily control of operating procedures.
  • Stay knowledgeable about Voice of the Customer results, contributing to improvement plans.

Requirements:

  • Proficiency in Microsoft Office applications (Word, Excel, Outlook).
  • Excellent English and Italian language skills, with a third language a plus (ideally Spanish).
  • Previous experience in a similar role within a hotel of similar caliber.
  • Availability to work shifts.
  • Knowledge of Micros OPERA.

Meliá is an equal opportunity employer, valuing diversity and inclusion among our team members. We strive to create a work environment that's welcoming and supportive, where everyone has the opportunity to grow and thrive.