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: The Guest Service Line Agent will comply with the daily operations of the Guest Experience department, attending to all customer requests through the telephone line and committing to achieve excellence in customer satisfaction. This position is essential for ensuring a personalized and exceptional guest experience. What will you have to do?Manage guest requests via telephone: Efficiently handle all guest inquiries and requests through the established telephone line, ensuring total customer satisfaction by providing accurate information and prompt assistance.Personalize guest experiences: Anticipate guest needs and exceed their expectations by offering tailored recommendations and services, both within the hotel and in the destination, using upselling and cross-selling techniques to enhance their stay.Resolve customer incidents: Address and manage guest complaints and issues following established protocols, ensuring timely and effective resolution to maintain high levels of customer satisfaction.Utilize departmental tools: Efficiently use various management tools and software to control daily operating procedures, track guest interactions, and ensure compliance with departmental standards and manuals.Collaborate on improvement plans: Be knowledgeable of Voice of the Customer results and actively participate in implementing improvement plans to enhance the overall guest experience and optimize resource utilization. What are we looking for?Education: Training in Tourism or Hospitality, Marketing, or similar fields.Languages: Portuguese, English and French or Spanish. A fourth language would be an asset.Specific Knowledge: Knowledge of hotel management tools, telephone service, advanced command of the Office 365 package, and hotel operations. Service vocation, ability to work in a team, communication skills, problem-solving, organization and planning, proactivity and innovation, and attention to detail.Experience: At least 1 year of experience in a customer-facing department.

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