Guest Care Executive - Hybrid, Multilingual Support

Meininger Shared Services Italy S.r.l.; Italia; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work

Pension scheme

Extra vacation days

Volunteer & community days

Employee events & team activities

Discounts for friends and family

Job summary

MEININGER Headquarters Milan is seeking a Customer Care Executive (f/m/d) to support guests across telephone, email, chat and social media. You will deliver professional service before, during and after their stay, ensuring quick, accurate responses and a positive experience.

The role requires fluent English and German (B1) and a proactive, multi-channel approach in a hybrid work setting with at least 2 days in the Milan office.

Qualifications

• Experience in customer service, hospitality, call centre, or similar is a plus.
• Passion for delivering excellent customer service and guest experiences.
• Strong written and spoken communication skills.
• Comfortable in a multi-channel contact environment (phone, email, chat, social media).
• Calm, solution-oriented and professional in challenging situations.
• Proactive team player who collaborates and shares knowledge.
• Willingness to work in rotating shifts covering department opening hours.
• Fluent in English and German (B1 level) is mandatory; additional languages are a plus.

Responsibilities

• Deliver an outstanding customer experience by assisting guests via telephone, email, chat, and social media.
• Provide helpful information about reservations, services, and destinations with quick, effective solutions.
• Handle challenging situations professionally and aim to resolve issues at first contact.
• Identify opportunities to maximise sales through up-selling and tailored recommendations.
• Maintain high service quality and contribute to team targets for customer satisfaction, revenue, and conversions.
• Collaborate with Finance, Commerce, and Hotel Operations to ensure smooth service delivery.
• Monitor recurring enquiries and provide feedback to management for continuous improvement.
• Support administrative tasks, reporting, and other ad-hoc activities when required.

Skills

Customer service

Multi-channel support

Communication skills

Team player

Organisational skills

Calm under pressure

English & German

Job description

MEININGER Headquarters Milan is seeking a Customer Care Executive (f/m/d) to support guests across telephone, email, chat and social media. You will deliver professional service before, during and after their stay, ensuring quick, accurate responses and a positive experience.

The role requires fluent English and German (B1) and a proactive, multi-channel approach in a hybrid work setting with at least 2 days in the Milan office.