Reservations Agent - ME Lisbon

Descrição do emprego

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 at ME Lisbon is primarily responsible for ensuring an exceptional customer service experience from the first contact with the guest, providing personalized, efficient, and consistent service with the high standards of the brand. They authentically represent the ME experience, actively contributing to the maximization of the hotel's occupancy and revenue.

 

What You Will Have to Do:

• Customer Service: Ensure a welcoming, professional, and personalized service, whether by phone or electronically, reflecting the values and identity of the ME by Meliá brand.

• Reservation Management: Manage and process reservation requests in accordance with internal procedures, ensuring the reliability of the information provided and the quality of the records made.

• Active Listening and Recommendations: Understand customers' needs through active listening, presenting tailored suggestions and recommendations, promoting additional services and experiences (upselling and cross-selling).

• System Updates: Enter and update reservations in the computer system, ensuring compliance with confidentiality and information security standards.

• Occupancy Optimization: Contribute to optimizing the occupancy rate in coordination with the Revenue Management team, considering demand, seasonality, and hotel capacity.

• Effective Communication: Respond clearly, completely, and promptly to customers' electronic communications, reinforcing trust in the brand and the quality of service.

 

What We Are Looking For:

• Education: Higher education degree in Hotel Management or similar areas.

• Experience: Previous experience in reception, reservations, or customer service roles in the hotel industry.

• Languages: Fluency in Portuguese and English (oral and written); knowledge of Spanish will be valued.

• Skills: Proficiency in Microsoft Office tools and ease of use with reservation systems.

• Competencies: Excellent communication skills, active listening, and attention to detail.

• Personal Qualities: Proactive, dynamic profile with a strong customer orientation and a commitment to service excellence.

 

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