Back Office Agent - ME Lisbon

Meliá Hotels International; Lisboa; On-site; EUR 18,000 - 32,000; Full time

Benefits offered by this job

My MeliáRewards

My MeliáBenefits

Job summary

ME Lisbon, a luxury hotel within Meliá Hotels International, seeks a Guest Services Associate to coordinate guest requests across Rooms Division, acting as the main liaison with operations to ensure a seamless, elevated guest experience.

You will handle inquiries by phone, upsell services, resolve incidents, and collaborate with Housekeeping, Maintenance, and Room Service, maintaining accurate records and contributing to continuous service improvements.

Qualifications

• 1 to 2 years of experience in hospitality, ideally within Rooms Division or Guest Service.
• Highly organized, detail-oriented profile with strong administrative capabilities.
• A proactive and hands-on attitude, with the ability to anticipate needs and take initiative.
• Guest-centric mindset with excellent communication skills in Portuguese and English.
• Ability to perform in a fast-paced environment, managing multiple priorities with precision.
• Positive energy, team spirit, and a genuine interest in creating memorable guest experiences.

Responsibilities

• Handle guest requests and inquiries via telephone, ensuring efficient, professional, and guest-oriented service.
• Personalize the guest experience by anticipating needs and promoting hotel and destination services through upselling and cross-selling techniques.
• Manage and resolve guest complaints and incidents in accordance with established procedures, contributing to effective service recovery.
• Act as the central point of contact between guests and operational departments such as Housekeeping, Maintenance, and Room Service.
• Coordinate and follow up on requests with a strong sense of ownership, ensuring timely execution and attention to detail.
• Use internal systems and tools to register, monitor, and follow up on guest interactions and requests and maintain accurate records to support daily operations and reporting.
• Collaborate with teams in the implementation of improvement plans based on Voice of the Customer feedback, contributing to the continuous enhancement of the guest experience.

Skills

Guest service

Portuguese

English

Organized

Proactive

Attention to detail

Job description

“The world is yours with Meliá”

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family

Discover some of the benefits we offer:

• 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.

Be proud to belong to Meliá as we are proud of you

ME Lisbon is a luxury hotel that is part of the prestigious Meliá Hotels International chain. Located in the heart of Lisbon, our hotel offers a unique and sophisticated experience, combining avant-garde design with exceptional service for our guests.

Mission:

Support the seamless coordination of guest requests across Rooms Division, acting as a key link between guests and operational teams, ensuring a smooth, efficient, and elevated guest experience aligned with ME Lisbon’s luxury standards.

What will you have to do?

• Handle guest requests and inquiries via telephone, ensuring efficient, professional, and guest-oriented service.
• Personalize the guest experience by anticipating needs and promoting hotel and destination services through upselling and cross-selling techniques.
• Manage and resolve guest complaints and incidents in accordance with established procedures, contributing to effective service recovery.
• Act as the central point of contact between guests and operational departments such as Housekeeping, Maintenance, and Room Service.
• Coordinate and follow up on requests with a strong sense of ownership, ensuring timely execution and attention to detail.
• Use internal systems and tools to register, monitor, and follow up on guest interactions and requests and maintain accurate records to support daily operations and reporting.
• Collaborate with teams in the implementation of improvement plans based on Voice of the Customer feedback, contributing to the continuous enhancement of the guest experience.

What are we looking for?

• 1 to 2 years of experience in hospitality, ideally within Rooms Division or Guest Service.
• Highly organized, detail-oriented profile with strong administrative capabilities.
• A proactive and hands-on attitude, with the ability to anticipate needs and take initiative.
• Guest-centric mindset with excellent communication skills in Portuguese and English.
• Ability to perform in a fast-paced environment, managing multiple priorities with precision.
• Positive energy, team spirit, and a genuine interest in creating memorable guest experiences.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People.

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to all our collaborators, we make it possible.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.

If you want to be “Very Inspiring People”, follow us on: INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR