Guest Experience Graduate - ME Lisbon

Job Description

ME Lisbon is a luxury hotel that is part of the prestigious Meliá Hotels International chain. Located in the heart of Lisbon, our hotel offers a unique and sophisticated experience, combining avant-garde design with exceptional service for our guests.

 

Mission: As a Guest Experience Graduate you will provide personalized assistance to guests, ensuring their needs are met and enhancing their overall experience. This position is essential for promoting service excellence and guest loyalty through tailored experiences and effective communication.

 

What will you have to do?

• Provide personalized assistance to guests: Answer questions about services, experiences, schedules, locations, and other hotel facilities.
• Offer informational support and advice: On available experiences, prices, availability, and conditions associated with internal or external services.
• Track guest requests, inquiries, and complaints: Ensure timely and effective resolution.
• Support the creation and customization of unique experiences: Based on guest preferences, promoting service excellence and loyalty.
• Use digital tools to track the guest journey: Record feedback and participate in data analysis for continuous improvement.

 

What are we looking for?

• Education: Bachelor's degree in Tourism, Hospitality or related fields.
• Languages: Advanced Portuguese and English (mandatory). Other languages are valued.
• Technical Skills: Proficiency in digital guest management tools (CRM, PMS). Ability to respond to requests and clarify doubts. General knowledge of hotel operations. Ability to apply upselling and cross-selling techniques.
• Behavioral Skills: Clear and empathetic communication (oral and written). Active listening and personalized service skills. Organization, attention to detail, and customer orientation. Proactivity, creativity, and critical thinking. Team spirit and interdepartmental collaboration.
• Professional Experience: No previous professional experience required.

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