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Guest Service Line Agent for ME Malta
Meliá Hotels International , Central Malta
Published on 10 Dec 2024
Expires in 28 days (08 Jan 2025)
“Whatever story you choose, you are the star”.
ME Malta is looking for an enthusiastic Guest Service Line Agent to join our team and help us deliver extraordinary guest satisfaction—one call at a time!
Job Overview:
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.
Duties & Responsibilities:
- 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
- Just 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
Meliá Hotels International is unique among the 20 largest international hotel groups in having an origin in leisure and the ideal size to combine exceptional hospitality with management that is efficient and close to its stakeholders. All of this, along with our Spanish warmth and passion, makes us distinct and different. At Meliá Hotels International you are the protagonist. The combination of your talent and your passion with our desire to grow by your side has no limits. Together, we will step forward with the strength of a great company. Together, we’ll turn the future into an amazing story. We are an equal-opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company.
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