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 be doing?
- 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
- Must 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 suppor
