Guest Service Line Agent - ME Milan Il Duca

Job Description

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 you 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 by 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 according to the established protocols.

• Adhere to the attributes, standards, and manuals applicable to the department.

• Efficiently use various departmental management tools necessary for the daily control of operating procedures.

• Be knowledgeable of the Voice of the Customer results and comply with the established improvement plans.

• Verify material orders according to set product guidelines, optimising economic resources.

 

What are we looking for?

 

Education and Training

• Training in Tourism, Hospitality, Marketing, or a similar field.

 

Specific Knowledge

• Knowledge of telephone service.

• Advanced proficiency in the Office 365 suite.

• Knowledge of hotel operations.

• Vocation for service.

• Ability to work effectively in a team.

• Strong communication skills.

• Problem-solving abilities.

• Organisation and planning skills.

• Proactivity and innovation.

• Attention to detail.

 

Experience

• At least 1 year of experience in a customer-facing department.

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