Guest Experience Agent (English and German speaking) (m/f/d)

<div class="content-intro"><h3 class="detail-block-title">ABOUT NUMA</h3> <p><span style="font-size: 12pt;">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.<br></span><span style="font-size: 12pt;">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.<br></span><span style="font-size: 12pt;">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.</span></p></div><h3><strong>ABOUT THE ROLE</strong></h3> <p>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.<strong> In this remote role based in Portugal</strong>, 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.</p> <p><strong>Key Responsibilities:</strong></p> <ul> <li>Manage second-level guest communications and reservations for Numa properties across Europe.</li> <li>Handle guest requests confidently and satisfactorily via phone, WhatsApp, text, email, and multiple booking platforms.</li> <li>Collaborate with other Numa departments on complaint management, issue reporting, overbookings, and relocation processes.</li> <li>Ensure timely follow-ups with guests and internal teams.</li> <li>Continuously improve and simplify processes with a proactive mindset.</li> <li>Work flexibly in rotating shifts, including evenings and weekends.</li> </ul> <h3><strong>ABOUT YOU</strong></h3> <ul> <li><strong>Mandatory</strong>: Fluent<strong> English (C1 or higher</strong>) and <strong>German (C1 or higher)</strong>.</li> <li><strong>Strong advantage: </strong>Proficien