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.
