Guest Experience Agent – Remote (Portugal)

About the role

As a Guest Experience Agent you will be the first point of contact for Numa’s guests across Europe, handling requests from leisure and corporate travelers. Working remotely from Portugal, you will support guests through phone, WhatsApp, text, email and various booking platforms, ensuring a welcoming and efficient experience.

Key responsibilities

• Manage second‑level guest communications and reservations for Numa properties throughout Europe.
• Respond to guest inquiries via multiple channels (phone, WhatsApp, text, email, booking platforms) with confidence and professionalism.
• Collaborate with internal teams on complaint handling, overbooking situations, and relocation processes.
• Provide timely follow‑ups with guests and internal stakeholders.
• Identify and propose improvements to existing processes.
• Work rotating shifts, including evenings and weekends, to cover guest needs.

Required profile

• Fluent in English (C1 level or higher); additional languages such as German, Spanish, Italian or French are a plus.
• Strong verbal and written communication skills with proven customer‑service experience.
• Ability to manage multiple tasks, resolve complex issues and adapt quickly to unexpected challenges.
• Enthusiastic, dedicated and capable of delivering outstanding support across cultures.

Required skills

What we offer

• Fast‑paced, collaborative environment where ideas shape the future of hospitality.
• Opportunities for professional growth and career development.
• Complimentary stay to experience the Numa brand.