Guest Service Agent

About the role

The Guest Service Agent joins Meliá’s Guest Service Line to handle telephone inquiries, ensuring each guest receives personalized assistance and a memorable experience. This role is central to delivering the brand’s promise of excellence in hospitality across multiple locations.

Key responsibilities

• Answer incoming calls and manage guest requests in line with the customer‑service strategy.
• Promote hotel services and destination products through upselling and cross‑selling to increase ancillary revenue.
• Handle guest incidents following established protocols and ensure swift resolution.
• Maintain accurate records using departmental management tools and monitor Voice of the Customer metrics.
• Coordinate with other departments to guarantee seamless service delivery.

Required profile

• High school diploma or equivalent; hospitality‑related degree is a plus.
• Fluent English; additional language is advantageous.
• At least one year of experience in a fast‑paced hotel or resort call‑center environment.
• Strong passion for hospitality and excellent interpersonal skills.

Required skills

• Proficiency with Office 365.
• Familiarity with hotel management and telephone service tools.

What we offer

• Access to the exclusive My MeliáRewards loyalty program.
• Flexible compensation and discounts on a wide range of products and services.
• Opportunities for career growth across Meliá’s global network.