Job description
ME Lisbon is a luxury lifestyle hotel located in the heart of Lisbon, renowned for its avant-garde design, exceptional service, and unique guest experiences. Part of the prestigious Meliá Hotels International, we strive to create unforgettable stays for both business and leisure travelers.
Mission: As a Front Office Agent, you will be the first point of contact for our guests, providing personalized, professional, and efficient service that reflects the hotel’s standards of excellence. You will ensure smooth check-in and check-out processes, anticipate guest needs, and create memorable experiences.
What will you have to do?
• Personalize guest interactions by using their name and maintaining detailed profiles to anticipate preferences and provide tailored service.
• Manage front desk operations efficiently, including check-in, check-out, billing, credit card processing, and administrative tasks.
• Handle guest requests and complaints professionally and empathetically, ensuring timely resolution and communication with management.
• Welcome VIPs and special guests, ensuring they are accompanied and receive the highest level of attention and service.
• Support hotel revenue strategies by promoting upselling and cross-selling opportunities in line with the hotel’s standards.
• Act as a professional ambassador of the hotel, upholding service standards, policies, and presenting a polished, welcoming image at all times.
What We Are Looking For?
• Minimum of 1 year of experience in customer service and front-office, preferably in the luxury hospitality sector, with the ability to manage guest interactions professionally.
• Education in Tourism, Hotel Management, or related field, demonstrating knowledge of hotel operations and service excellence.
• Fluency in Portuguese and English is mandatory, additional languages considered a strong advantage.
• Strong communication and interpersonal skills, with the ability to resolve issues, multitask, and work collaboratively under pressure.
• Technical knowledge of hotel operations, including check-in/check-out procedures, management systems, and basic security/emergency protocols.
• Service-oriented and proactive attitude, showing enthusiasm, attention to detail, and a commitment to exceeding guest expectations.
