Reservations Agent - Me Lisbon

Melia Hotels International; Portugal; On-site; EUR 18,000 - 24,000; Full time

Benefits offered by this job

My MeliáRewards

My MeliáBenefits

Job summary

A Reservations Agent na ME Lisbon, parte da Melia Hotels International, será a face inicial do guest journey, oferecendo um atendimento personalizado por telefone, email e outros canais. O profissional deverá gerir reservas individuais e de grupo, compreender as preferências dos hóspedes e usar upselling para aumentar a ocupação e a receita, mantendo padrões de serviço de luxo da marca.

É expected manter conhecimento atualizado sobre tarifas, promoções e instalações do hotel, colaborar com

Qualifications

• Formação superior em Gestão Hoteleira, Turismo, Administração ou área relacionada.
• Experiência prévia em Reservations, Front Office ou Customer Service na hotelaria de luxo.
• Fluência em Português e Inglês; espanhol é um plus.

Responsibilities

• Fornecer serviço profissional, caloroso e personalizado por telefone, email e outros canais.
• Gerir, processar e atualizar reservas individuais e de grupo com precisão.
• Compreender as necessidades dos hóspedes através de escuta ativa, oferecendo recomendações personalizadas.
• Maximizar receitas via upselling e cross-selling de quartos, pacotes e serviços.
• Manter conhecimento de categorias de quartos, tarifas, promoções e instalações.
• Colaborar com Revenue Management, Sales, Front Office e Guest Experience para otimizar ocupação.
• Responder a consultas dos hóspedes de forma rápida, profissional e eficaz.
• Assegurar conformidade com políticas da empresa, padrões de marca e proteção de dados.
• Participar em briefings, reuniões e formação para melhoria contínua.
• Apoiar requisitos operacionais e realizar outras funções relacionadas quando necessário.

Skills

Fluência em PT e EN

Excelente comunicação

Organização

Multitarefa em ambiente acelerado

Education

Licenciatura em Gestão Hoteleira, Turismo, Administração ou área relacionada

Tools

Microsoft Office

PMS/Reservation Systems

Job description

Reservations Agent - ME Lisbon

Empresa : Melia Hotels International | Tipo de Emprego : Periodo Integral Portugal

“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

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 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 plays a key role in shaping the guest journey from the very first interaction. Responsible for delivering a seamless, personalized and efficient reservation experience, this position ensures the highest service standards while contributing to guest satisfaction, occupancy optimization and revenue growth.

What You Will Have to Do?

• Deliver a professional, warm and personalized service through telephone, email and other communication channels, ensuring alignment with the brand's standards and values.
• Manage, process and update individual and group reservations accurately, ensuring all information is recorded and maintained correctly within the hotel's reservation systems.
• Understand guests' needs and preferences through active listening, providing tailored recommendations and creating personalized experiences.
• Maximize revenue opportunities through effective upselling and cross-selling of rooms, packages, hotel services and guest experiences.
• Maintain excellent knowledge of room categories, rates, promotions, hotel facilities and local attractions.
• Coordinate closely with the Revenue Management, Sales, Front Office and Guest Experience teams to optimize occupancy and guest satisfaction.
• Respond to guest enquiries promptly, professionally and efficiently, ensuring clear and accurate communication at all times.
• Ensure compliance with company policies, brand standards, data protection and confidentiality requirements.
• Participate actively in departmental briefings, meetings and training sessions, contributing to continuous improvement and service excellence.
• Support operational requirements and perform additional duties related to the role whenever required.

What We Are Looking For?

• Degree in Hospitality Management, Tourism, Business Administration or a related field.
• Previous experience in Reservations, Front Office or Customer Service within the hospitality industry, preferably in a luxury hotel environment.
• Fluency in Portuguese and English, both spoken and written; knowledge of Spanish will be considered an asset.
• Proficiency in Microsoft Office and experience with hotel PMS and reservation systems.
• Strong organizational skills, attention to detail and ability to multitask in a fast-paced environment.
• Excellent communication, interpersonal and problem-solving skills.
• Proactive, dynamic and team-oriented attitude, with a passion for luxury hospitality and 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.