Job description
GEX - Guest Experience Assistant
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: Support the seamless coordination of guest requests across Rooms Division, acting as a key link between guests and operational teams, ensuring a smooth, efficient, and elevated guest experience aligned with ME Lisbon’s luxury standards.
What will you have to do?
• Handle guest requests and inquiries via telephone, ensuring efficient, professional, and guest-oriented service.
• Personalize the guest experience by anticipating needs and promoting hotel and destination services through upselling and cross-selling techniques.
• Manage and resolve guest complaints and incidents in accordance with established procedures, contributing to effective service recovery.
• Act as the central point of contact between guests and operational departments such as Housekeeping, Maintenance, and Room Service.
• Coordinate and follow up on requests with a strong sense of ownership, ensuring timely execution and attention to detail.
• Use internal systems and tools to register, monitor, and follow up on guest interactions and requests and maintain accurate records to support daily operations and reporting.
• Collaborate with teams in the implementation of improvement plans based on Voice of the Customer feedback, contributing to the continuous enhancement of the guest experience.
What are we looking for?
• 1 to 2 years of experience in hospitality, ideally within Rooms Division or Guest Service.
• Highly organized, detail‑oriented profile with strong administrative capabilities.
• A proactive and hands‑on attitude, with the ability to anticipate needs and take initiative.
• Guest‑centric mindset with excellent communication skills in Portuguese and English.
• Ability to perform in a fast‑paced environment, managing multiple priorities with precision.
• Positive energy, team spirit, and a genuine interest in creating memorable guest experiences.
