Guest Experience Host

Descripción del puesto:

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 Guest Experience Host to join our team! This role is dedicated to delivering highly personalized, seamless, and memorable guest journeys, with a strong focus on VIP experience and cross-department coordination.

Main Responsibilities:

· Develop a strong understanding of all Rooms Division services to ensure exceptional guest support.
· Coordinate closely with Reservations and the arrival coordination team to manage VIP arrivals and room allocation.
· Liaise with Housekeeping to inspect and ensure VIP rooms meet the highest standards prior to arrival.
· Oversee the preparation, quality, and delivery of VIP amenities.
· Ensure VIP rooms are ready upon arrival or arrange suitable temporary accommodation if needed.
· Coordinate welcome letters in collaboration with the General Manager's office.
· Organize VIP transportation together with Concierge, Airport Desk, and external providers when required.
· Work with Security to ensure smooth and discreet handling of high-profile guest arrivals.
· Prepare pre-registration, room keys, and documentation in Opera prior to guest arrival.
· Personally welcome VIP guests, escort them to their rooms, and conduct in-room check-in.
· Maintain regular contact with guests throughout their stay to ensure a seamless experience.
· Handle VIP requests proactively and in coordination with relevant departments, ensuring follow-up where required.
· Maintain accurate and updated guest profiles and preferences.
· Coordinate with the Communication Centre for wake-up calls and special requests.
· Liaise with Housekeeping for cleaning and turndown timing preferences.
· Collaborate with Concierge on guest reservations, activities, and personalized itineraries.
· Coordinate with Reception regarding billing, invoicing, and payment arrangements.
· Support the organization of VIP events in collaboration with the General Manager's office

Requerimientos del candidato/a:

· Excellent interpersonal and communication skills with a strong guest-focused mindset.
· Fluency in English and Portuguese; additional languages are an advantage.
· Strong organizational and coordination skills with attention to detail.
· Ability to manage multiple priorities and provide seamless service under pressure.
· Experience with Opera Cloud or similar systems is a plus.
· High level of discretion, professionalism, and emotional intelligence.
· Passion for delivering personalized luxury experiences.
If this sounds interesting and you identify with the role, go ahead: apply! We look forward to receiving your application!
Care connects us at Hyatt: we open doors, welcome you in, and genuinely care about you.
We offer a wide range of benefits, including:
· 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.

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