The Role
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.
Responsibilities
- 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).
