Guest Service Line Agent - Melia Durres

“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 🚀

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.

• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you 😉 

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.

At Meliá we are all VIP 🌟

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

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