Guest Service Line Agent
Job description / Role
Employment: Full Time
Discover limitless possibilities with Melia
Discover limitless possibilities at Melia, where your growth and development are our focus. Embark on a journey that will take you to your dream destinations and become part of our international team.
Discover some of the benefits we offer:My Melia Rewards: Join our exclusive loyalty program and enjoy unique advantages.
My Melia Benefits: Take advantage of flexible compensations and exclusive discounts on a variety of products and services that promote an active and healthy lifestyle.
Be proud to be part of Melia. We look forward to getting to know you!
About Melia Desert Palm
We are excited to introduce you to a luxurious and unique urban resort - Melia Desert Palm, a proud member of The Melia Collection. The resort is a five-star boutique property, offering a wide range of one, two, and three-bedroom villas, each featuring an intimate and completely private pool, which is highly sought after, especially among the GCC clientele.Additionally, you can stay in our beautifully curated suites with a view of the greenery.
What makes this resort stand out is its equestrian theme, which is reflected in every aspect of the property. From four polo fields to a professional polo club, a riding school, and over 200 horses on the estate, you will be surrounded by the beauty of these magnificent animals.
If you are looking for relaxation and rejuvenation, you will love the world-class treatments available at the Samana Spa or the wellness classes offered in our large recreation center. When it comes to dining, you will be spoilt for choice with three delightful restaurants to choose from, or you can order food to your villa.
Conveniently located just 20 minutes from the DXB airport and 25 minutes from Dubai Mall, Melia Desert Palm offers a serene oasis amidst the hustle and bustle of Dubai. You can unwind and soak up the tranquility of the lush estate while enjoying spectacular views of the dramatic Dubai skyline.
At Melia Desert Palm, member of Melia Collection, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and colleagues with respect and work hard together to deliver the highest quality of service to all.
Requirements- Minimum 1 year experience as a telephone operator or similar role
- High school diploma
- Excellent verbal and written English / Arabic communication skills
- Basic computer proficiency
- Data entry experience
- Clerical and basic office skills
- Knowledge of customer service standards and procedures
- Answer and respond to all incoming telephone calls no later than the third ring.
- Connect all telephone calls immediately, never leaving a caller on hold for longer than 30 seconds.
- Speak slowly, clearly, and with precision to ensure clarity during all telephone interactions.
- Provide brief and accurate answers to all inquiries.
- Handle every guest request with the utmost politeness and professionalism.
- Treat the telephone as the business card of the hotel, always representing the hotelu2019s values.
- Maintain and handle the telephone console with care, ensuring regular cleaning and hygiene of equipment.
- Ensure a tidy and organized work area with all necessary materials readily available.
- Oversee mobile operations when requested, ensuring maintenance requests are processed efficiently.
- Monitor pending maintenance requests and follow up to ensure timely resolution.
- React appropriately to complaints, taking the correct actions and transferring calls to the responsible person.
- Respond to all reservations and general inquiries via phone, aiming to convert inquiries into firm bookings.
- Follow up on guest history systems and ensure that all communication is attended to by the end of the shift.
- Handle guest feedback, complaints, and operational issues, communicating them to the department head as needed.
- Follow up with guests after departure to ensure satisfaction.
- Highlight special requests, VIP status, and billing instructions in the system as needed.
- Prepare daily reservation reports, ensuring accuracy and timely submission based on the needs of the recipient.
- Keep up-to-date with resort product knowledge and the local area, staying informed about industry trends and competitors.
- Double-check all booking correspondences for accuracy before sending out confirmations.
- Coordinate with Front Office for necessary guest follow-up and feedback communication.
- Perform administrative tasks within the department, including manual and electronic filing, ensuring an organized and efficient work environment.
- Ensure guest confidentiality is maintained at all times, complying with privacy regulations.
- Understand that teamwork is key to ensuring all guests receive the ultimate experience.
- Strive to exceed customer expectations by responding promptly and efficiently to all requests.
- Familiarize yourself with emergency procedures and ensure safety protocols are followed.
- Actively participate in up-selling and cross-selling opportunities within the hotel, promoting internal departments and services to enhance guest experience.
- Demonstrate full knowledge of the resortu2019s products, services, and offerings to provide guests with informed recommendations.
- Be fully knowledgeable of the daily hotel situation including occupancy, average room rate, groups and conventions in house, and the latest packages.
Company Industry: Media & Entertainment
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