ME Lisbon is a luxury hotel located in the heart of Lisbon, known for its modern design and excellent service. It offers a unique experience for both business and leisure travelers.
Your mission: The Guest Service Line Agent complies with the daily operations of the department, attending all customer requests through the telephone line and committing to achieve excellence in customer satisfaction.
What You Will Do
- Comply with the customer service strategy through the established telephone line, efficiently managing all guest requests and committing to achieve total customer satisfaction.
- Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
- Inform and offer customers, via telephone, services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise the hotel's extra revenues.
- Manage customer incidents, following the established protocols.
- Comply with the attributes, standards and manuals applicable to their department.
- Efficiently use the different departmental management tools necessary for the daily control of operating procedures.
- Be knowledgeable of the Voice of the Customer results, complying with the established improvement plans.
- Verify material orders following the set product guidelines, for better optimisation of economic resources.
What We Are Looking For
- Minimum 1 year of experience in the role.
- High level of Portuguese and advanced English
- Hospitality degree.
- Quality and customer service oriented.
