Guest Relations Manager
Cosa comprende il lavoro
You are the face of Hostz to the guest, and the link between the guest and operations. You manage all communication across channels (Airbnb, Booking and others), support guests throughout their stay in Cascais and Lisbon, and coordinate maintenance so every property is always guest-ready. This is a role built on hospitality, writing and composure: most of the impact comes from responding well, quickly and calmly.
- Channel management: respond to all messages and requests across the OTAs (Airbnb, Booking), manage reservations, and keep calendars and listing information accurate and in sync.
- Guest support: support the stay end to end — check-in, questions, in-property issues — with fast, professional responses that protect the rating.
- Maintenance coordination: dispatch and follow up on interventions (cleanings, repairs, emergencies) with the supplier network, ensuring resolution and follow-through.
- Quality and prevention: monitor ratings and reviews, anticipate problems, and prevent operational errors that cost revenue or reviews.
- After-hours support: availability for on-call support for emergencies (properly compensated, organised on a rota, with team backup).
- Between 16000€ e 21000€/ano
- Health insurance. Annual training budget. Company phone. Meal allowance paid via card (up to €10,46/day, tax free). Hybrid working with flexibility to manage your own time. A clear growth path as we automate our operation — the role evolves toward system supervision and team coordination. A small, direct team where your work is visible and valued.
- Dipartimento: Guest Relations
Su di te
Essential
- Fluent Portuguese and English — written communication is your main output, so clarity and the right tone matter.
- Excellent written communication: clear, empathetic and professional, even under pressure.
- Composure and autonomy to solve problems and juggle several situations at once.
- Strong organisation — managing multiple properties without letting anything slip.
- Driving licence (occasional visits to properties in Cascais and Lisbon).
- Availability for compensated on-call emergency support outside regular hours (organised on a rota).
Valued
- Experience in short-term rentals, hospitality or customer service.
- Familiarity with Airbnb / Booking and with a PMS (e.g. Avantio) — trainable.
- Spanish and/or French.
- Lingue richieste: Portoghese e Inglese.
L'azienda
Hostz is a short-term rental management company based in Portugal, managing carefully selected holiday homes in Lisbon and Cascais.
We believe great hospitality starts with people — both guests and team members. Our work is built on collaboration, trust, and attention to detail, ensuring every stay feels thoughtful and well cared for.
At Hostz, we foster a supportive and respectful work environment where everyone is encouraged to take ownership, grow professionally, and contribute to delivering meaningful guest experiences and long-term value for property owners.
