Guest Service (Telephonist) - (Barcelona)

Empresas: Hilton Diagonal MarTelephone Operators (Guest Service Agents) serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow: • Positive attitude and good communication skills, especially on the telephone • Fluent in Spanish and English. Knowledge of other languages will be an advantage • Commitment to delivering a high level of customer service • Ability to work on your own and as part of a team • Competent level of IT proficiencyRequisitos : What will I be doing? As a Telephone Operator (Guest Service Agent), you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Guest Service Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: • Achieve positive outcomes from Guest queries in a timely and efficient manner • Accept and deliver all messages correctly and promptly for both Guests and management • Ensure all wake up calls take place at the correct time • Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate • Handle emergency calls immediately and relay comprehensive and accurate information, as required • Demonstrate a high level of customer service at all times • Comply with hotel security, fire regulations and all health and safety legislation • Attend appropriate training courses, when required • Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity • Follow company brand standards