Guest Relation Manager (M/F/NB) Lisboa

Guest Relation Manager (M/F/NB)
Lisboa
Lisboa, Lisboa, Portugal

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At Mama, we believe that our employees are our strongest asset. Whatever your role, we are all here to make the guest experience as memorable as possible.

Our mission is simple: to bring small moments of happiness to people.

In our Mama’s, each one more original than the last, this uniqueness is reflected in the image of our talents which we recruit; we are committed to promoting good vibes and strong human values.

Our growth isn’t just about opening new hotels. Our teams benefit from a strong culture that prides itself in internal development & international mobility. At Mama, it’s not a question of diploma or years of experience.

Joining us is above all, a human adventure shaped in the very image of our founders, the Trigano family.

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Our commitment to diversity and inclusion:

Mama is an inclusive company and our ambition is to recruit and promote diverse talents.

What you will do?

1. Customer Experience (Hotel & Restaurant)

• Be the face and soul of the customer experience at the hotel, especially in the restaurant and rooftop.
• Accompany VIP guests, ensuring every detail is prepared to impress.
• Play an active role in complaint management with empathy, speed, and a
  - focused mindset.
• Respond to online reviews and feedback.
• Be a constant presence in the operation – you’re where the customer is.

2. Team & F&B Operation Management

• Lead the restaurant host team, ensuring a warm, efficient welcome aligned with Mama’s spirit.
• Manage the restaurant’s reservation system.
• Know how to fill the restaurant – promotions, table sales, and upselling in a natural way.
• Work rotating shifts, adapting your schedule to operational needs.

3. Customer Relations & Loyalty

• Develop and maintain an active, organized customer database.
• Work with CRM tools, getting to know our guests and their habits to personalize their experience.
• Develop and energize the F&B loyalty program, building real connections with our clients.
• Maintain and grow a local and international network that enhances the experience at Mama.

4. Teamwork & Internal Communication

• Collaborate with all departments – F&B, Housekeeping, Front Desk – ensuring consistency and excellence in service.

What we’re looking for?

• Previous experience in Guest Relations or similar roles in hospitality or lifestyle restaurants.
• Experience in F&B environments and a genuine love for direct customer interaction.
• Experience with restaurant reservation systems.
• Excellent communication skills in Portuguese and English (French is a plus!).
• Positive attitude, contagious energy, and a passion for teamwork.
• Organized mindset, attention to detail, and customer service focus.
• Solid understanding of restaurant operations – you know how everything works and where you can make a difference.

RECRUITMENT PROCESS

We’re sure you know the beat.

1st verse: We set up a first telephone interview with our Talent Team if your application moves to our rhythm.

Chorus : After the successful telephone interview, our General Manager will see you at Mama or in our offices! Be ready! (chorus x2 depending on the position)

Last verse: Mama won’t leave you wondering; you will have an answer from us whether it’s positive or negative.