Aura Host (Guest Experience Agent) - ME Lisbon

Job Description

ME Lisbon is a luxury hotel located in the heart of Lisbon, known for its modern design and excellent service. It offers a unique experience for both business and leisure travelers.

Your mission: Under the supervision of the Aura Manager and the Assistant Aura Manager, the Aura Host oversees the daily operations of the department, dedicated to achieving excellence in customer satisfaction by ensuring continuous compliance with the highest standards.

What You Will Do

• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations. 
• Use the different customer experience management tools efficiently.
• Be aware of the Voice of the Customer results and comply with the defined improvement plans.
• Manage customer incidents, following the established protocols.
• Be knowledgeable about Lisbon and be able to offer services and products according to customers' preferences.
• Coordinate with other departments, such as the front desk and Housekeeping, to address guest needs and requests efficiently.

What We Are Looking For

• Minimum 2 years of experience in the role.
• High level of Portuguese and good English
• Hospitality degree.
• Quality and customer service oriented.

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