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Guest Experience Agent (m/f/d)

Remote: 
Full Remote
Salary: 
4 - 4K yearly
Work from: 
Portugal

Offer summary

Qualifications:

Fluency in English and one additional language, Strong verbal and written communication skills, Experience in customer service roles, Ability to manage multiple tasks.

Key responsabilities:

  • Manage second-level guest communications and reservations
  • Handle guest requests via various communication platforms
  • Collaborate on complaint management and issue reporting
  • Ensure timely follow-ups with guests and teams
  • Continuously improve processes with a proactive mindset

numa logo
numa https://www.numastays.com/
201 - 500 Employees
About numa
In a world of stuffy, faceless hotels, we’re leading the industry into a new era. We’re replacing the unnecessary hassle with simplicity and delight. Mixing technology and taste together in the world’s greatest neighbourhoods, we create stays that are unashamedly original and unforgettably authentic. With the comforts of home and the quality of a boutique hotel, we make sure our guests have everything they need to live like a local, escape for a weekend, or unwind during a business trip. If they want to stay for longer, we’ve got that covered as well. We’ve designed our properties with our guests’ joy in mind, whether they stay for a night, a week, or a season. Numa does away with complicated check-ins, long queues, and unpredictable accommodations. Instead, we take the best parts of travel—the carefully designed spaces, the thrill of a new city, fluffy towels, a comfy bed—and blend them with state-of-the-art technology. For our guests, it’s a one-of-a-kind mix of ease and experience, a super-simple guest journey in Europe’s most exciting neighborhoods. Our world-class guest experience is just the tip of the iceberg. With our proprietary full-stack software suite, we’ve digitalised over 80% of our internal processes, from booking and room allocation to housekeeping, accounting, and more. This keeps us scalable and cost-efficient, and helps us to weather even the most volatile of market fluctuations. By using intelligent yield management, distribution and our in-house operating systems, we can significantly reduce our administrative workload operating costs. We’re always able to keep things agile and efficient, which frees us up to focus on what’s most important: the satisfaction of our visitors.
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Job description

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 - Tier 2, 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
  • Fluent in English (C1 or higher) and at least one additional language—German, Italian, Spanish, or French (C1 or higher).
  • Additional European language skills are a plus.
  • 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.
  • Employee Benefits Platform: Enjoy flexible spending with our monthly topped-up benefit platform, redeemable at various shops, restaurants and more across Europe. 

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.

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Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Complaint ResolutionTask Management

Other Skills

  • Customer Service
  • Intercultural Communication
  • Problem Reporting
  • Persistence
  • Physical Flexibility
  • Communication
  • Problem Solving
Are you interested?

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