Guest Service Line (Telephone Operator)

ME Malta is looking for an enthusiastic Guest Service Line Agent (Telephone Operator) to join our team and help us deliver extraordinary guest satisfaction—one call at a time!

Job Overview:

The Guest Service Line Agent (Telephone Operator) 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.
• 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