Head of Guest Experience

We’re Hiring: Head of Guest Experience

We're looking for an innovative and experienced leader to elevate our guest service strategy in Porto. Join our dynamic, multicultural team and lead the transformation of guest interactions, ensuring excellence in every touchpoint.

Your Role:

As our Head Guest Experience, you will spearhead the development and execution of comprehensive guest service strategies, manage day-to-day operations, and drive improvements through data-driven insights and innovative technology integration. You'll lead and inspire a high-performing team to deliver exceptional guest service while collaborating across departments to ensure a unified experience.

Key Responsibilities:

Strategic Leadership:

✅ Develop and implement comprehensive guest experience strategies that align with company goals

✅ Establish service standards and protocols to ensure consistency across all guest interactions

Team Management & Development:

✅ Lead, mentor, and inspire a high-performing team dedicated to delivering outstanding guest service

✅ Oversee staffing, training, and performance evaluations to maintain a motivated and skilled team

Operational Excellence:

✅ Manage day-to-day guest service operations, ensuring smooth and efficient processes

✅ Monitor guest feedback, analyse service metrics, and implement actionable improvements

Data-Driven Decision Making:

✅ Leverage CRM, PMS, and dashboard tools to gather insights and measure guest satisfaction

✅ Utilize data analytics to identify trends and drive strategic enhancements in guest services

Innovation & Technology Integration:

✅ Explore and integrate AI solutions and emerging technologies to streamline operations and enhance the guest experience

✅ Collaborate with cross-functional teams to ensure technology is effectively utilized to meet guest needs

Stakeholder Collaboration:

✅ Work closely with internal teams (e.g., marketing, operations, IT) to ensure a unified guest experience

✅ Maintain relationships with external partners and vendors to support service excellence initiatives

What We’re Looking For:

🔹 STR/Hospitality Experience: Proven track record in the hospitality or short-term rental (STR) industry with strong operational insights

🔹 People Management: Demonstrated experience in leading and managing teams, with excellent interpersonal and communication skills

🔹 Data-Driven Mindset: Ability to analyse data from CRM, PMS, and dashboards, translating insights into actionable strategies

🔹 Operational Knowledge: Deep understanding of guest service operations and a keen eye for process improvements

🔹 Technical Proficiency: Familiarity with CRM systems, PMS platforms, and dashboard tools, and an interest or experience in utilizing AI solutions

Why You'll Love Working with Us:

🏡 Hybrid Work Flexibility: Office-based during probation with ongoing flexibility

🍽️ Food Allowance: Enjoy a monthly stipend to support your well-being

💡 Learning Allowance: Benefit from a dedicated stipend for ongoing personal and professional development

🚀 Fast-Growing Company: Join a thriving player in the booming travel and hospitality industry

🌍 Dynamic, Multicultural Team: Collaborate with talented professionals from around the world

📚 Career Development: Access ample opportunities for learning and growth

🏥 Comprehensive Health Insurance: Look after your health and that of your family

🧘 Supportive Well-being Initiatives: Benefit from a work environment that prioritizes your well-being

🐾 Pet-Friendly Office: Experience a welcoming atmosphere for you and your furry friends

We’re excited to hear from you and discover how you can redefine our guest experience.