About Us:
Martinhal Resorts is a leading luxury holiday experiences brand in Portugal that has been welcoming international guests since the first resort opening in 2010, in Sagres, Algarve. Our family-managed hotels & resorts seamlessly blend elements of luxury, family, design, and our philosophy of genuine hospitality comes to life purely through the combined efforts that our people put forward every day.
We are looking for: Guest Relations (M/F)
Responsibilities:
- Seek and collect guest feedback regarding their holidays
- Identify specific feedback in order to improve service quality and product concepts
- Ensure that the entire team uses the IT system to record various situations/issues
- Ensure that, whenever possible, all guests leave the hotel with their issues resolved and satisfied with the outcome
- Handle complaints in coordination with the management of the relevant departments
- Develop guidelines/compensation policies/service recovery procedures
- Monitor and communicate guest feedback to the management team
- Weekly analysis of occupancy reports and follow-up actions
- Investigate and follow up on all written complaints
- Work with the Sales Department to ensure that third parties involved are satisfied with the response/offer provided
- Monitor and evaluate all written comments
- Develop the Guest Satisfaction Questionnaire (GSQ), both online and within the hotel, and monitor responses
- Collaborate with Heads of Department (HODs) to ensure that products/services causing issues are addressed
- Ensure that the Guest Services team promotes and recommends hotel activities and services as a priority
- Manage the daily operations of the department, including shift scheduling in line with budget and team allocation per area according to needs
Required Profile:
- Academic qualifications: Degree in Tourism / Hospitality
- Professional experience: 2–3 years in a similar role in a 4 or 5-star hotel OR in Customer Service / Sales
- Experience in a multicultural work environment
- Fluent oral and written knowledge of at least one foreign language (English and German preferred)
- Accurate and professional written and verbal communication skills
- Knowledge of PMS software as a user (HOST preferred)
- Proficiency in Word, Excel, Outlook
- Knowledge of Google Drive
- Team spirit and ability to work collaboratively
- Initiative, persistence, organisation, and creativity
What we offer:
- Salary and benefits compatible with the role
- Uniform and meals provided in the hotel canteen
- Integration into a well-structured and organised team
- Career progression opportunities
Location: Martinhal Lisbon Oriente
Since 2023, we’ve been creating extraordinary long-lasting memories for guests from all over the world at Martinhal Lisbon Oriente. Join us, and you’ll have the chance to be part of a dynamic team shaping the future of hospitality in Lisbon, and work in an exclusive environment: an elegant oasis in the heart of Lisbon’s modern and vibrant Park of Nations district. Your talents are not just recognized; they’re valued, with a culture of continuous growth and advancement. Ready to make a lasting impact? Apply now and be a part of the Martinhal Lisbon Oriente experience!
