Guest Experience Lead - Hybrid & Weekend Shifts

Portugal Active; Viana do Castelo; Hybrid; EUR 21,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

Pool and sunny office

Job summary

Portugal Active is in search of a Customer Support specialist to own the guest journey from first contact to checkout and beyond. You will apply procedures, resolve issues in real time, and upsell services to enhance each stay.

The role is a middle management position, hybrid between Viana do Castelo and remote work, with weekend shifts. Ideal candidates are fast, autonomous, precise, with a customer-first mindset and hospitality experience.

Qualifications

• 2+ years in customer support, ideally hospitality, real estate, travel or tourism.
• Native Portuguese and fluent English.
• Availability for shifts and weekends.
• Driver’s licence and own vehicle.
• Experience leading teams.
• Experience with hospitality PMS.

Responsibilities

• Own the client journey from first contact to departure and after.
• Follow procedures, escalation paths and service standards.
• Resolve guest issues directly, including complex ones.
• Upsell and cross-sell services during the stay.
• Keep KPIs on a short leash and report on them.

Skills

Client orientation

Sales mindset

Problem solving

Communication

Tools

Hospitality PMS

Job description

Portugal Active is in search of a Customer Support specialist to own the guest journey from first contact to checkout and beyond. You will apply procedures, resolve issues in real time, and upsell services to enhance each stay.

The role is a middle management position, hybrid between Viana do Castelo and remote work, with weekend shifts. Ideal candidates are fast, autonomous, precise, with a customer-first mindset and hospitality experience.