Guest Experience Specialist - Multichannel & Upsell

MEININGER Hotels; Lombardia; Hybrid; EUR 26,000 - 32,000; Full time

Benefits offered by this job

Fair compensation package and tax-free

Company Pension Scheme

Extra vacation days (up to 5)

Corporate volunteering & VTO program

Staff Nights Program & family/friend—%

Employee events and team activities

Growth and development opportunities

Open Up: 1:1 sessions with certified心理

Hybrid work: at least 2 days in Milan

Busuu language learning app

Job summary

MEININGER Hotels in Milan is seeking a Customer Care professional to support guests across telephone, email, chat and social media. You will provide information on reservations, services and destinations, resolve issues at first contact, and contribute to sales through up-selling and tailored recommendations.

The role requires at least basic German and English language skills, a passion for hospitality, and the ability to work in a hybrid environment with two days in the Milan office.

Qualifications

• First experience in customer service or hospitality is an advantage.
• Passion for delivering excellent customer service.
• Strong written and verbal communication skills.
• Comfortable in a multi-channel contact environment (phone, email, chat, social media).
• Calm, solution-oriented and professional in challenging situations.
• Strong organizational skills and attention to detail.
• Proactive team player who collaborates and shares knowledge.
• Flexible and adaptable in a fast-paced environment.
• Fluent in English and German (B1) are mandatory; other languages are a plus.
• Willingness to work in rotating shifts covering department opening hours.

Responsibilities

• Deliver an outstanding customer experience by assisting guests via telephone, email, chat, and social media.
• Provide 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 standards and contribute to targets for customer satisfaction, revenue, and conversions.
• Collaborate with internal teams across Finance, Commerce, and Hotel Operations.
• Monitor recurring enquiries and provide feedback for continuous improvement.
• Support administrative tasks, reporting and other ad-hoc activities when required.

Skills

Multichannel Support

Excellent communication

English (B1)

German (B1)

Team player

Flexibility

Customer-oriented

Attention to detail

Job description

MEININGER Hotels in Milan is seeking a Customer Care professional to support guests across telephone, email, chat and social media. You will provide information on reservations, services and destinations, resolve issues at first contact, and contribute to sales through up-selling and tailored recommendations.

The role requires at least basic German and English language skills, a passion for hospitality, and the ability to work in a hybrid environment with two days in the Milan office.