Back-Office Agent

Andaz; Lisboa; On-site; EUR 18,000 - 24,000; Full time

Benefits offered by this job

12 complimentary nights

Birthday day off

Uniform provided

Staff meals

50% discount

Learning & development

Recognition programs

Job summary

Andaz Lisbon is seeking a Back-Office Agent/PBX to join our luxury hotel team in the heart of Lisbon. You will answer guest calls, route them to rooms or departments, and manage wake-up requests and messages with a courteous, professional demeanor.

Requirements include hospitality experience, fluency in Portuguese and English, and familiarity with telephone systems and hotel software. The role offers benefits such as staff meals, progression opportunities, and employee discounts.

Qualifications

• Experience in hospitality, preferably in luxury or lifestyle hotels.
• Excellent verbal and written communication in Portuguese and English; additional languages are a plus.
• Familiarity with telephone systems and hotel management software.
• Ability to work under pressure with flexible schedules, including weekends and holidays.

Responsibilities

• Answers incoming calls.
• Redirects calls to guest rooms, employees, or departments through the switchboard.
• Receives guest messages and ensures delivery.
• Records wake-up call requests and performs wake-up service.
• Provides guests with information about hotel services.

Skills

Portuguese language skills

English language skills

Customer service

Tools

Telephone switchboard systems

Hotel management software

Job description

Organization- Andaz Lisbon

Newly opened, Andaz Lisbon is an exciting luxury lifestyle hotel in the Portuguese capital and represents a key milestone in Hyatt’s continued brand growth in Southern Europe. Andaz Lisbon is the second Hyatt branded hotel in Lisbon.

Located in the heart of Lisbon’s vibrant Baixa district, along the city’s main pedestrian street, Rua Augusta, the hotel is spread across five distinct buildings, including the former headquarters of one of Portugal’s major banks, Banco Português de Investimento (BPI).

The central building houses 170 guestrooms, while the four surrounding satellite buildings offer a selection of exclusive private suites. As a unique Urban Resort in the city center, Andaz Lisbon invites guests to fully immerse themselves in the local culture and experience the true essence of Lisbon.

We are looking for a Back-Office Agent/ PBX to join our team! This role is responsible for answering incoming calls to the hotel and must have good typing skills, a pleasant attitude and excellent phone demeanor.

Main Responsibilities

• Answers incoming calls.
• Redirects calls to guest rooms, employees, or departments through the telephone switchboard system.
• Receives guest messages and ensures their delivery.
• Records all wake ‑ up call requests and performs the wake ‑ up call service.
• Provides guests with information about hotel services.
• Understands the operation of the telephone switchboard.
• Knows what actions to take in case of an emergency call.
• Monitors automated systems, including telephone equipment, when the Engineering & Maintenance department is closed; for example, assists guests with minor phone issues in their rooms.
• Assists in communicating complaints or issues related to telephone equipment or services.
• Trains or helps train new telephone operators in performing their duties.
• Opens and closes telephone functionalities in the hotel’s Front Office software.
• Sets up conference calls across different locations and time zones.
• Updates telephone directory information.
• Reports any unusual incidents or requests to the supervisor.
• Knows all safety and emergency procedures.
• Performs other tasks as assigned, such as assisting Front Office and Housekeeping with various administrative duties.

Qualifications

• Previous experience in hospitality, preferably in luxury or lifestyle hotels.
• Excellent verbal and written communication in Portuguese and English; knowledge of additional languages is an asset.
• Familiarity with telephone systems and hotel management software.
• Professional demeanor, discretion, and empathy in guest service.
• Ability to work under pressure and in flexible schedules, including weekends and holidays.
• Excellent communication and active listening; Courtesy and friendliness; Organization and attention to detail, discretion and confidentiality, proactivity and problem-solving skills, teamwork.

We offer a wide range of benefits

• A motivated and connected team;
• 12 complimentary nights per year at other Hyatt properties worldwide, plus colleague rates and family/ friends discounts;
• A day off offered by the company on your birthday;
• Uniform provided;
• Meals available at our staff canteen;
• 50% discount across the hotel’s outlets;
• Learning and development opportunities within Hyatt;
• Recognition programs and rewards;
• And a company that truly cares.

Care connects us at Hyatt: we open doors, welcome you in, and genuinely care about you.

Be part of something bigger. Make a difference in people’s lives. Join a company that values empathy, well ‑ being, respect, integrity, experimentation, and inclusion. Discover why Hyatt is consistently ranked as one of the best places to work in the world.