Night Auditor - ME Lisbon - () Lisboa

Night Auditor - ME Lisbon - ()
Lisboa
Lisboa, Lisboa, Portugal

Empresas: Meliá Hotels International

ME Lisbon is a luxury hotel located in the heart of Lisbon, known for its modern design and excellent service. It offers a unique experience for both business and leisure travelers.

Your mission: As a Night Auditor you will create unforgettable experiences for our guests based on the quality standards of the Meliá Hotels International brand and values.

What You Will Do

• Ensure guests receive a quick and efficient
  - in and
  - out process. If applicable, be knowledgeable about the digital
  - in process to assist guests accordingly
• Be responsible for maintaining guest profiles to provide an accurate source of information on each guest’s needs and preferences, in compliance with local data regulations
• Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination
• Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing/credit card processing in line with local charge limit regulations
• Manage all guest complaints in a professional, personal, and empathetic manner
• Ensure all relevant information is promptly communicated to the front desk management team
• Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk
• Support the rate strategy set by the Revenue team. Maximize hotel sales and revenue by promoting upselling/cross-selling
• Attend internal and external guest phone requests if the hotel does not have a centralized Guest Service Line
• Act as a hotel ambassador whenever representing the company
• Be responsible for maintaining guest profiles to ensure an accurate source of information on each guest’s needs and preferences
• Immediately communicate all pertinent information to the front desk management team
• Demonstrate the ability to work under supervision and maintain a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn
• Have the ability to understand and exceed guest expectations and needs
• Support, uphold, and enforce hotel service standards
• Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe.

What We Are Looking For

• Minimum 1 year of experience in the role.
• High level of Portuguese and advanced English. A third language is a plus.
• Hospitality degree.
• Quality and customer service oriented.