Guest Service Agent

hace 2 semanas

Barcelona, España InterContinental Barcelona A tiempo completo
Empresas: InterContinental Barcelona
We all take pride in being part of the world's largest luxury hotel family and serving as authentic ambassadors of the InterContinental® brand. As a Guest Service Agent, you will be responsible for meeting the needs of both internal and external customers, managing incoming hotel calls, and providing assistance and information while always adhering to the establishment's quality standards and procedures. Daily Tasks: - Familiarize yourself with the hotel's services and their schedules to be able to inform the customer at all times and maximize sales. - Whenever possible, anticipate the needs of customers. Handle any requests, written or verbal, in a professional and friendly manner. - Encourage customers to provide feedback on their stay and our services and take note and inform relevant individuals as necessary. - Complete the shift checklist, ensuring that all tasks are performed following hotel and/or department procedures, and report any issues to a superior. - Ensure that messages to and from customers are transmitted professionally and promptly. - Have a thorough knowledge of the phone system to respond appropriately or transfer calls. - Ensure that all messages, faxes, and emails are answered or transferred quickly and efficiently. - Report any technical issues to the Maintenance department. - Have a good knowledge of the hotel area in relation to its history, places of interest, special events, and provide as much information as possible to our customers. - Support the reception team in the check-in and check-out process. - Support with currency exchange. - Actively participate in training and development to enhance our work potential.
Requisitos : - Experience in a 5-star guest service position. - Fluency in Spanish and English; additional language skills would be a plus. - Flexibility regarding weekends and holidays. - Guest attention and service skills: guests should feel at home in the hotel. - Communication skills: guests will come with concerns and compliments, so you should be approachable and facilitate conversation. - Conflict resolution skills: turning problems into opportunities for each guest to leave with great memories.

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