Guest Service Line Agent

Mission:

The Guest Service Line Agent fulfills the daily operations of the department, attending to all customer requests through the telephone line and committing to achieving excellence in customer satisfaction.

What should I do?

• To comply with the customer service strategy through the established telephone line, efficiently managing all guest requests and committing to achieving total guest satisfaction.
• Ensuring a positive customer experience by personalizing their stay, anticipating their needs, and exceeding their expectations.
• Inform and offer customers, via telephone, services and products according to their preferences, both at the hotel and at the destination, applying upselling and crossselling techniques to optimize the hotel’s extra income.
• Manage customer incidents, following established protocols.
• Comply with the attributes, standards, and manuals that apply in your department.
• Use efficiently the different departmental management tools necessary for the daily control of operational procedures.
• To understand the results of the Voice of the Customer, in compliance with the established improvement plans.
• Place orders for materials, following the established product guidelines, for the best optimization of economic resources. 

What are we looking for?

• Degree in Tourism or Hospitality, Marketing or similar
• A high level of English is essential, and a second language is valued.
• Knowledge of hotel management tools.
• Knowledge of telephone service.
• Advanced handling of the Office 365 Suite.
• Knowledge of hotel operations.
• Ability to lead and to work in a team.
• A vocation for service.
• Excellent communication skills.
• Problem-solving ability.
• Organization and planning.
• Proactivity and Innovation.
• Attention to detail.

https://careers.melia.com/job/Barcelona-Guest-Service-Line-Agent-ME-Sitges-Terramar/1088645001/