Job description
“The world is yours with Meliá”

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family

About Meliá White House Hotel NW1 3UP

Meliá White House is a modern and elegantly newly refurbished hotel exceptionally located next to Regent’s Park, within a short walk from the world-renowned shopping streets of Oxford Circus & Regents Street. Warren Street, Great Portland Street and Regent’s Park underground stations are all within a 5-minute walk.
• * Salary package: up to £26,780// Health cash back plan // Meals on duty // Pension scheme // Loyalty rewards and referral bonuses // many more**

SWITCHBOARD / GUEST SERVICE LINE AGENT

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.

Responsibilities will include, but are not limited to:
• 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 up-selling and cross-selling techniques to optimise the hotel's extra revenues.
• Manage a high volume of emails, preparing detailed reports, and ensuring accurate documentation.
• Manage customer incidents, following the established protocols.
• 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:
• Customer Service skills
• Fluency in English. Additional Spanish would be advantageous.
• Strong administrative skills are essential.
• Good communication and problem solving skills.
• Be available to work night time.

The successful candidate must already have eligibility to work in the UK.

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