Guest Experience Innovation Lead - Hospitality

Guest Experience Innovation Lead - Hospitality

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About Host Wise

At Host Wise, we believe every stay should be simple, memorable, and frictionless — for both our guests and property owners.

With 40 team members and a portfolio of 600+ properties, we’re growing at over 50% year over year.

We combine technology, data, and human empathy to power a 24/7 guest support operation, delivering service excellence at scale.

Now, we’re taking the next step — elevating guest experience through innovation, automation, and continuous improvement.

Responsibilities

• Map and optimize the guest journey, from first contact to
  - stay
  - up.
• Develop a comprehensive Standard Operating Procedures (SOP) manual and centralized knowledge base for the support team, ensuring consistent service delivery, effective onboarding, and scalable growth.
• Manage and evolve our Zendesk ticket system, including Saa
  S integrations via API.
• Research and deploy AI and automation solutions to enhance response quality and efficiency.
• Ensure that tone, clarity, and empathy in communication drive 5/5 guest reviews and an exceptional overall experience.
• Track and improve key metrics (response time, CSAT, NPS, resolution rate, etc. ).
• Support the scalability of the support operation as the portfolio and team continue to grow rapidly.
• Bridge human service excellence with
  - driven efficiency — inspiring a culture of innovation and adaptability.

Qualifications

• Proven experience in Customer Experience, Operations, or Process Improvement within hospitality, travel tech, or Saa
  S environments.
• Solid knowledge of support platforms (Zendesk, Intercom, etc. ) and interest in automation, data, and AI applied to CX.
• A data-driven mindset and an obsession with optimizing guest satisfaction and operational performance.
• Exceptional communication and empathy skills — you care deeply about how guests feel when interacting with us.
• Strong adaptability and
  - solving in a
  - paced,
  - changing environment.
• Fluency in Portuguese and English (other languages are a plus).

Benefits

• True autonomy to innovate, experiment, and bring your ideas to life.
• Growth: Accelerated career progression in both responsibility and compensation.
• Flexibility: Remote-friendly work policy and focus on
  - life balance.
• Culture: A team that values autonomy, trust, and real results — not endless meetings.
• Community: Regular team events to celebrate our wins together.
• Workspace: Modern office in downtown Porto with a beautiful terrace.

At Host Wise, we’re building a
- first environment that values growth, ownership, and innovation.

We believe in:

• Investing in your personal and professional development.
• Creating a transparent, collaborative, and inclusive workspace.
• Encouraging accountability and freedom in
  - making.

Join us to help shape the future of hospitality through technology, empathy, and excellence ?