Guest Service Line Agent - Talent Day Melia Durres

Descripción de la oferta

About Meliá Durres Hotel

Meliá Durres is a luxurious beachfront hotel offering unparalleled hospitality and stunning views of the Adriatic Sea. Our commitment to excellence drives us to create memorable experiences for our guests while cultivating a vibrant and collaborative team environment.

 

Job Mission

The Guest Service Line Agent at Meliá Durres is responsible for efficiently delivering the services offered by the Guest Service Line (GSL) to achieve ultimate customer satisfaction. This role is crucial in ensuring seamless communication and service delivery, contributing significantly to the overall guest experience and the hotel's reputation.

 

What You Will Do

• Manage all internal and external calls from the switchboard, ensuring they are redirected to the appropriate recipients efficiently.

• Provide of customer service to align with hotel standards, including Leading Hotels of the World standards.

• Address customer complaints via telephone, taking ownership of the situation and ensuring complete satisfaction by following up and reporting the resolution to the hotel.

• Maintain direct contact with operational departments to ensure flawless service delivery. Assist in answering customer calls, providing information, scheduling wake-up calls, taking room service orders, and channeling guest requests.

• Create and comply with Guest Service Line to ensure smooth departmental operations.

• Develop actions or guidelines to promote the sale of in-house hotel services.

 

What We Are Looking For

• Previous experience in a customer service role, preferably in the hospitality industry.

• Knowledge of English, advantage of German language.

• Excellent communication skills, both verbal and written. Strong problem-solving abilities and attention to detail.

• Warm, dynamic, and guest-focused personality. Ability to handle high call volumes and work under pressure.

• Familiarity with hotel management systems and proficiency in using communication tools.

• Ability to work in shifts and adapt to the dynamic needs of the hotel environment.

• High school diploma or equivalent; additional qualifications in hospitality or customer service are a plus.

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