Guest Relations Manager (M/F)

Description

Who We Are

Located across from Lisbon Cathedral, at the gateway to Alfama, THE OSÓRIO is a new independent luxury boutique hotel set to open in one of Lisbon’s most historic neighborhoods.

With 49 rooms and suites, a curated selection of distinctive F&B concepts, and a highly personalized approach to hospitality, THE OSÓRIO was designed as an intimate hotel deeply connected to Lisbon.

To join our pre-opening team, we are looking for a Guest Relations Manager who will help shape the guest experience from the very first point of contact, establishing a culture of guest recognition, discretion, and exceptional personalized service.

Key Responsabilities include:

· Play an active role in the pre-opening process, developing and implementing luxury service procedures and standards;

· Take part in recruiting, onboarding, and training the team, building a culture of service and excellence from day one;

· Lead, mentor, and develop the Guest Relations team, fostering a culture of excellence and tracking guest satisfaction, reputation, and feedback metrics to continuously improve the guest experience;

· Oversee the handling of complaints, special requests, and Concierge services, ensuring personalized responses, resolution, and follow-up;

· Coordinate guest support through a personalized Concierge service, handling restaurant reservations, transportation, tours, experiences, and other special requests;

· Incorporate sustainability principles into day-to-day operations.

What we are looking for:

· Previous experience in Guest Relations, Front Office, or Concierge, preferably in a luxury or upper-luxury hotel setting;

· Supervisory or management experience, including responsibility for leading and developing teams;

· A strong understanding of personalized service, guest recognition, and luxury hospitality standards;

· Excellent interpersonal and communication skills, with a natural ability to build genuine relationships with international guests;

· In-depth knowledge of Lisbon, or a genuine desire to get to know the city inside and out;

· Fluency in Portuguese and English; additional languages are a plus;

· A genuine smile and plenty of stories to share.

If you believe in hospitality built on authenticity, attention to detail, and purpose, we’d love to meet you.

To apply, email: careers@theosorio.com

Job Details

JOB TITLE
Front Office Manager

POSITION TYPE
Full-time

DEPARTMENT
Front Office

LOCATION
Lisbon, Portugal

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