Back-Office Guest Services Coordinator

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

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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

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.