Olala is an international hospitality and real estate group, developing, owning, and operating hotels, vacation rentals, and food & beverage concepts worldwide.
Since 1996, we have built a presence in 17 cities worldwide, combining integral expertise with local insight. Our mission is to deliver smart, technology-driven, and design-forward accommodations that meet the needs of today’s traveler while upholding the highest standards of service.
The Customer Service Agent is responsible for managing guest communication throughout the entire guest journey, from pre-arrival and check-in to in-stay support, check-out, and post-stay follow-up. The role involves resolving guest issues efficiently, escalating complex cases when necessary, and maintaining fast, professional response times across chat, email, and phone.
Respond to guest inquiries via phone, WhatsApp, email, and OTA messaging channels ( Booking. Handle inbound and outbound guest calls, including urgent in-stay issues and booking-related
Coordinate check-in and check-out, including online check-in and identity verification processes.
• Handle guest issues related to access, amenities, billing, and general stay-related concerns, escalating
Process reservation updates and guest requests through Guesty, Opera Cloud, Cloudbeds, or other
Support upsell requests, such as late check-out, breakfast, and other additional services, when
Maintain a high standard of professionalism and guest service across all communication channels.
Fluent spoken and written English and Spanish, required.
• Portuguese or French, strong advantage and highly valued.
• Previous experience with Guesty, Opera Cloud, Cloudbeds, or a similar PMS.
• Comfortable handling guest calls professionally, including stressful, sensitive, or urgent situations.
• Previous experience in customer service, hospitality, or guest relations.
• Comfortable working across multiple software platforms, including PMS, messaging, ticketing, and
Flexibility to work shift
📌 Customer Service Agent (España)
🏢 Olala!
📍 España