Key Facts

Remote From:

Portugal

Full time

English, Portuguese

Hard Skills

Online Communication Guest Relations Booking (Resource Planning Software) Customer Complaint Resolution Task Management

Other Skills

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Non-Verbal Communication
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Problem Solving
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Empathy
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Physical Flexibility
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Collaboration

Roles & Responsibilities

Secondary studies and professional studies, ideally oriented to Business or Hospitality
Previous experiences in Customer Support in a fast-paced work environment and/or in the hospitality industry
Fluency in Portuguese and English
Proven experience in good verbal and written communication

Requirements:

Be responsible for all guest communications and reservations for all Numa properties
Resolve inquiries received over the phone
Handle confidently individual and corporate guest requests in a friendly and satisfactory way
Work hand in hand with the rest of the Numa departments on complaint management

numa

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.

Founded: 2018

Company size: 201 - 500

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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

In this role, you will:

Be responsible for all guest communications and reservations for all Numa properties.
Resolve inquiries received over the phone
Handle confidently individual and corporate guest requests in a friendly and satisfactory way
Work hand in hand with the rest of the Numa departments on complaint management, reporting any kind of issues, overbooking and relocation processes, etc.
Be responsible for follow-up processes internally, with guests and other departments.
Flexibility to work on weekends
Working hours between 21:00 (9:00 pm) - 07:30 am (Portuguese time)
This is a remote role only for candidates located in Portugal.

ABOUT YOU

Ideally, you have:

Secondary studies and professional studies, ideally oriented to Business or Hospitality
Previous experiences in Customer Support in a fast-paced work environment and/or in the hospitality industry
Ability to empathetically comprehend and resolve complex issues
Proven experience in good verbal and written communication
Experience in managing multiple tasks and finding alternative solutions to unexpected problems
Ability to execute tasks at short notice
Fluency in Portuguese and English is a must

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.

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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