Guest Service Line Agent

About the Role The Guest Service Line Agent supports the daily operations of ME Lisbon's Guest Service department, handling guest requests via the telephone line and striving for total customer satisfaction. The role focuses on personalising the guest experience, anticipating needs, and driving service quality to ensure an exceptional stay. What You'll 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're Looking For
• Minimum 1 year of experience in the role.
• High level of Portuguese and advanced English.
• Hospitality degree.
• Quality and customer service oriented. Compensation & Benefits
• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.
• ME Lisbon is a luxury hotel located in the heart of Lisbon, known for its modern design and excellent service, offering a unique experience for business and leisure travelers.
• We are committed to equality and diversity and provide a welcoming environment for all colleagues.