Guest Service Line Agent (Malta)

About the role

The Guest Service Line Agent supports Meliá’s guests by handling telephone inquiries, providing information, and ensuring a personalized and satisfying experience throughout their stay.

Key responsibilities

• Manage inbound guest calls, addressing requests, incidents and providing tailored information about hotel services and destination offers.
• Apply upselling and cross‑selling techniques to promote additional products and generate extra revenue.
• Follow established protocols for incident handling and material ordering.
• Utilise departmental tools to monitor performance, Voice of the Customer results and improvement plans.
• Coordinate with other departments to guarantee seamless service delivery and guest satisfaction.

Required profile

• High school diploma or equivalent; hospitality management degree is a plus.
• Fluent English; additional language is an advantage.
• At least one year of experience in a fast‑paced hotel or resort environment handling similar responsibilities.
• Passionate about hospitality with strong interpersonal attitude.

Required skills

• Advanced knowledge of Office 365.
• Familiarity with hotel management tools.
• Experience with telephone service platforms.

What we offer

• Access to My MeliáRewards loyalty program with exclusive benefits.
• Flexible compensation and discounts on a wide range of products and services.
• Opportunities for growth and international mobility within the Meliá family.