Reservations Agent - ME Lisbon

ME Lisbon is a luxury hotel that combines innovative design with exceptional service. Located in the heart of Lisbon, it offers guests a unique experience that reflects the cosmopolitan and sophisticated style of the ME by Meliá brand.

Mission: The Reservations Agent plays a key role in shaping the guest journey from the very first interaction. Responsible for delivering a seamless, personalized and efficient reservation experience, this position ensures the highest service standards while contributing to guest satisfaction, occupancy optimization and revenue growth.

What You Will Have to Do?

• Deliver a professional, warm and personalized service through telephone, email and other communication channels, ensuring alignment with the brand's standards and values.
• Manage, process and update individual and group reservations accurately, ensuring all information is recorded and maintained correctly within the hotel's reservation systems.
• Understand guests' needs and preferences through active listening, providing tailored recommendations and creating personalized experiences.
• Maximize revenue opportunities through effective upselling and cross-selling of rooms, packages, hotel services and guest experiences.
• Maintain excellent knowledge of room categories, rates, promotions, hotel facilities and local attractions.
• Coordinate closely with the Revenue Management, Sales, Front Office and Guest Experience teams to optimize occupancy and guest satisfaction.
• Respond to guest enquiries promptly, professionally and efficiently, ensuring clear and accurate communication at all times.
• Ensure compliance with company policies, brand standards, data protection and confidentiality requirements.
• Participate actively in departmental briefings, meetings and training sessions, contributing to continuous improvement and service excellence.
• Support operational requirements and perform additional duties related to the role whenever required.

What We Are Looking For?

• Degree in Hospitality Management, Tourism, Business Administration or a related field.
• Previous experience in Reservations, Front Office or Customer Service within the hospitality industry, preferably in a luxury hotel environment.
• Fluency in Portuguese and English, both spoken and written; knowledge of Spanish will be considered an asset.
• Proficiency in Microsoft Office and experience with hotel PMS and reservation systems.
• Strong organizational skills, attention to detail and ability to multitask in a fast-paced environment.
• Excellent communication, interpersonal and problem-solving skills.
• Proactive, dynamic and team-oriented attitude, with a passion for luxury hospitality and creating memorable guest experiences.