Guest Service Line - Palazzo Cordusio A Gran Melia' Hotel Milano

Guest Service Line - Palazzo Cordusio A Gran Melia' Hotel
Milano
Lombardia, Milano

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, personalizing 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 optimize 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 optimization of economic resources. Requirements: knowledge of Microsoft (Word, Excel, Outlook); excellent knowledge of English and Italian, a third language is a plus (ideally spanish); previous experience in the same role inside a Hotel of the same level; available to work shifts; Knowledge of Micros OPERA.