Guest Relation Manager (M/F/NB)

Job description

Descrição da empresa

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.

Descrição do emprego

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 solution-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.

Qualificações

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.

Informação adicional

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 we’ll 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 or .