GUEST RELATIONS MANAGER
Somavillas Lda
Descrição da Função
The Role
You are the face of Hostz to the guest, and the link between the guest and operations. You manage all communication across channels (Airbnb, Booking and others), support guests throughout their stay in Cascais and Lisbon, and coordinate maintenance so every property is always guest-ready. This is a role built on hospitality, writing and composure: most of the impact comes from responding well, quickly and calmly.
Responsibilities- Channel management: respond to all messages and requests across the OTAs (Airbnb, Booking), manage reservations, and keep calendars and listing information accurate and in sync.
- Guest support: support the stay end to end — check-in, questions, in-property issues — with fast, professional responses that protect the rating.
- Maintenance coordination: dispatch and follow up on interventions (cleanings, repairs, emergencies) with the supplier network, ensuring resolution and follow-through.
- Quality and prevention: monitor ratings and reviews, anticipate problems, and prevent operational errors that cost revenue or reviews.
- After-hours support: availability for on-call support for emergencies (properly compensated, organised on a rota, with team backup).
Perfil do Candidato
Essential
- Fluent Portuguese and English — written communication is your main output, so clarity and the right tone matter.
- Excellent written communication: clear, empathetic and professional, even under pressure.
- Composure and autonomy to solve problems and juggle several situations at once.
- Strong organisation — managing multiple properties without letting anything slip.
- Driving licence (occasional visits to properties in Cascais and Lisbon).
- Availability for compensated on-call emergency support outside regular hours (organised on a rota).
Valued
- Experience in short-term rentals, hospitality or customer service.
- Familiarity with Airbnb / Booking and with a PMS (e.g. Avantio) — trainable.
- Spanish and/or French.
Contacto
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Vaga publicada 11 horas atrás
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