Guest Experience Agent (Based In Portugal / Local Hire) (M/F/D)

Nu.M.A.; Lisboa; Remote; EUR 13,000 - 20,000; Full time

Benefits offered by this job

Complimentary stay

Discount on apartments

Team-building events

Job summary

Nu.m.a. is seeking a Guest Experience Agent to handle guest requests and manage reservations across European locations from Portugal. You08217;ll be the first point of contact, ensuring guests feel welcome and supported in a friendly and efficient manner, in a fully remote role based in Portugal.

You08217;ll collaborate with junior agents and internal teams, with mentoring from senior representatives. Fluency in English is mandatory; additional languages are a plus.

Qualifications

• Must be fluent in English (C1 or higher).
• Additional language skills are a plus.
• Experience in customer service or similar roles.
• Strong written and verbal communication.

Responsibilities

• Manage second-level guest communications and reservations for Numa properties across Europe.
• Handle guest requests via phone, WhatsApp, text, email, and multiple booking platforms.
• Collaborate with other departments on complaints, overbookings, relocation.
• 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.

Skills

Fluent English

Multilingual communication

Customer service

Problem solving

Job description

Guest Experience Agent (Based in Portugal / Local Hire) (m/f/d)

Empresa : Nu.m.a. Tipo de Emprego : Periodo Integral Remote / Work from Home

ABOUT NUMA

Hey there! We're Numa, a forward-thinking hospitality brand redefining how people discover cities. We create spaces where simplicity meets innovation, offering thoughtfully designed rooms, studios, and apartments in the heart of Europe's most vibrant neighbourhoods.
We're not just transforming the guest experience—we're revolutionizing the hospitality industry from the inside out. Our cutting-edge technology streamlines operations, delivering unparalleled value with no hidden fees-just real, quality experiences.
At Numa, we believe that travel should be curious and authentic, and we bring those same values to our work culture. As part of our team, you'll experience a dynamic and supportive environment where creativity thrives, and your contributions make a real impact. We're committed to fostering a diverse, inclusive, and equitable workplace where every voice is valued, and different perspectives fuel our innovation.

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.

ABOUT OUR OFFER

• Empower your career: Thrive in a fast-paced, collaborative environment where your ideas help shape our future. Enjoy opportunities for professional growth and build a fulfilling career path.
• Experience our brand: Immerse yourself in the Numa lifestyle with a complimentary stay. Share the love with friends and family through exclusive discounts on our stylish apartments. Connect with a global community of colleagues at our inspiring team-building events.

Numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person’s talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.

For more information on the processing of your personal data, please see our Privacy Notice.