GUEST SERVICE LINE AGENT
Education: High School Diploma
Experience: Preferably experience in a telephone service/customer service position
Skills: customer focus, problem-solving, communication, flexibility, and coordination skills
Knowledge: preferably of hotel processes
Tools: Experience with PMS will be valued
Languages: Spanish (native) & English (min. level C1) and knowledge of French and/or German will be valued
| Operation | It handles all internal and external calls to the telephone exchange and redirects them to the appropriate recipients. |
| Handles customer calls regarding requests for information on services, facilities, destination, etc. | |
| Use a customer service tone of voice and phrasing that is appropriate according to standards (including Leading Hotels of the World standards). | |
| Complies with SOPs, including Leading Hotels of the World standards relating to telephone support and service management, requests, incidents, etc. | |
| Register guest messages and coordinate their delivery with the Guest Service department or via the voicemail box on the room phones. | |
| Makes wake-up calls to guests at the scheduled time and registers them in the corresponding system. Handles the centralized WhatsApp service by responding to customers. | |
| Make follow-up calls to verify that the customer’s request has been addressed and the customer is satisfied for subsequent closure. | |
| Handles any customer complaint via telephone, taking ownership of the reported situation and escalating it to the Manager if necessary. | |
| In his interactions with the guest, he always promotes the services available at the hotel. | |
| It identifies a guest’s preferences and reports them to the GSL Manager for validation and entry into the system. | |
| Manage individual chats with customers, providing efficient responses in every situation. | |
| Take the Room Service order using the appropriate tool. | |
| Manage reservation requests at the hotel’s restaurants, spa, and other outlets. | |
| Tools | Manage requests submitted by the guest through the appropriate tool and route them to the relevant departments, following up until completion. |
| It identifies needs regarding tools necessary for the proper performance of its functions | |
| Use the equipment efficiently. | |
| Others | Ensure compliance with KPIs. |
| Support in the creation of new SOPs. | |
| Inform the GSL Manager about training needs. |
https://careers.melia.com/job/Madrid-GUEST-SERVICE-LINE-AGENT/1419701233/
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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