Guest Service Line Agent – ME Malta
Job Description
Discover some of the benefits we offer:
- My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
- My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.
Be proud to belong to Meliá as we are proud of you ?
Job 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.
What will I be doing?
- 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 upselling and cross-selling techniques to optimise the hotel’s extra revenues.
- Manage customer incidents, following the established protocols.
- Comply with the attributes, standards and manuals applicable to their department.
- 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.
- Ensure a smooth and seamless interdepartmental communication and coordination, monitoring and following up on service delivery, to ensure guest satisfaction
What are we looking for?
- High school diploma or equivalent; a degree in hospitality management or related field is a plus
- Must be fluent in English; a second language will be a plus
- 1-year experience in a fast environment in the same or similar position in a hotel/resort
- Passionate for Hospitality and with a strong attitude to interpersonal relationships
- Knowledge of hotel management tools
- Knowledge of telephone service
- Advanced command of the Office 365 package
- Knowledge of hotel operations
- Vocation for service and customer support
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:
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