Guest Relations Officer – Luxury Resort

About the role

Martinhal Resorts is seeking a proactive Guest Relations Officer to join its Lisbon Oriente property. You will act as the primary liaison between guests and the hotel, ensuring every stay is memorable and any issues are resolved promptly.

Key responsibilities

• Collect and analyse guest feedback to improve service quality and product concepts.
• Record incidents and issues in the IT system and ensure timely resolution.
• Handle complaints in coordination with relevant department managers.
• Develop and maintain guidelines, compensation policies, and service recovery procedures.
• Monitor guest satisfaction metrics, including the Guest Satisfaction Questionnaire (GSQ).
• Collaborate with Heads of Department to address product or service shortcomings.
• Promote hotel activities and services to guests as a priority.
• Manage daily department operations, including shift scheduling within budget constraints.

Required profile

• Degree in Tourism or Hospitality.
• 2–3 years of experience in a similar role within a 4‑ or 5‑star hotel or in customer service/sales.
• Experience working in a multicultural environment.
• Fluent written and spoken English; German is a plus.
• Strong written and verbal communication skills.

Required skills

• HOST PMS (property management system) usage.
• Microsoft Word.
• Microsoft Excel.
• Microsoft Outlook.
• Google Drive.

What we offer

• Competitive salary and benefits aligned with the role.
• Uniform and meals provided in the hotel canteen.
• Integration into a well‑structured team with career progression opportunities.