Guest Experience Agent (m/f/d)

ABOUT THE ROLE

As a Guest Experience Agent, you’ll handle guest requests (both leisure and corporate) and manage individual reservations across our European locations. You will be the first and only point of contact for guests, ensuring they feel welcome and supported in a friendly and efficient manner. In this remote role based in Portugal, you’ll collaborate closely with Junior Guest Agents, internal stakeholders, and other departments. Senior Guest Representatives will mentor you as you push the boundaries of hospitality with dedication and ownership.

Key Responsibilities:

Manage second-level guest communications and reservations for Numa properties across Europe.

Handle guest requests confidently and satisfactorily via phone, WhatsApp, text, email, and multiple booking platforms.

Collaborate with other Numa departments on complaint management, issue reporting, overbookings, and relocation processes.

Ensure timely follow-ups with guests and internal teams.

Continuously improve and simplify processes with a proactive mindset.

Work flexibly in rotating shifts, including evenings and weekends.

ABOUT YOU

• Mandatory: You are fluent in English (C1 or higher). We'll be assessing your language skills internally.

A bonus if you also know: German, Spanish, Italian, or French.

• Strong verbal and written communication skills with proven experience in customer service or similar roles.

• Skilled in multilingual communication with flexibility and finesse.

• Experienced in managing multiple tasks and resolving complex issues empathetically and efficiently.

• Capable of handling unexpected challenges and executing tasks at short notice.

• Enthusiastic, dedicated, and ready to deliver outstanding support across languages and cultures.