Guest Service Line Agent London
Job description
“The world is yours with Meliá” Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? Our Benefits Package Includes: Competitive Salary Holidays: 28 days’ holiday including 8 public holidays Seasonal Ticket Loan Contributory pension scheme and Life Assurance Discounted dental and health cover with HSF Travel & Food discounts: excellent employee special rates in Melia Hotels worldwide for our team members, their friends & families while travelling and staying in our hotels including F&B discount (subject to individual outlets) Personal Development: programmes designed to support your career right from the start, with unlimited access to online learning platform Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules) High street discounts: with Perks at Work The successful candidate must already have eligibility to work in the UK. 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 have to do? 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. What are we looking for? A team player Strong attention to detail Can work well under pressure Fluent communication - multiple languages would be beneficial 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. 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. In addition, we are committed to the sustainable growth of our sector through a great socially responsible human team. In this sense, our motto is Towards a sustainable future, from a responsible present Thanks to all the collaborators we make it possible. If you want to be “Very Inspiring People”, follow us on: INSTAGRAM – TWITTER – LINKEDIN – INDEED - GLASSDOOR INDFOH
