Guest Experience Associate - Part Time

Company Description FGI Group Holdings is a global integrated financial services and asset management group headquartered in Hong Kong, with offices across Mainland China, Portugal, the UK, Japan, and Southeast Asia. The company operates at the intersection of finance, real estate, and technology, delivering cross-border asset allocation, real estate development, and innovative tech solutions. Its asset management arm focuses on EU-licensed private funds, distressed asset acquisitions, and immigration-related investment products, supported by an international team of finance and legal professionals. FGI’s real estate business develops high-end residential and commercial projects in Europe, while its technology division builds AI-driven and blockchain-based platforms to enhance client service. The group is committed to helping high-net-worth individuals and institutional investors achieve efficient global asset management and long-term value growth.Guest Experience Associate (Part-Time) — Short-Term Rentals, LisbonABOUT THE ROLEWe manage a growing portfolio of serviced apartments across Lisbon,hosted on Airbnb and other short-stay platforms. As we grow, we are building out our guest support coverage to match.We are hiring two part-time Guest Experience Associates to workalongside our full-time rental operations team. You will be the voiceour guests hear during evenings and weekends — answering questions,solving problems quickly, and making sure that someone is alwaysthere when a guest needs help.This is a messaging-first role. Most of your work happens through theAirbnb inbox and our property management system, not face-to-face.Clear, calm, well-written English matters more here than anything else.WHAT YOU WILL DO- Monitor and respond to guest messages across Airbnb and other booking platforms during your assigned shift, with a target first response time of 10 minutes- Handle standard guest requests: check-in and check-out guidance, access and key questions, Wi-Fi, appliances, local recommendations, late arrivals, and early departures- Coordinate with our cleaning team, maintenance technician, and on-call handyman when an issue requires someone on site- Follow our documented response playbook and escalation rules, and escalate complex, sensitive, or financial matters to the full-time operations team- Log every issue accurately so the next shift picks up cleanly- Support review management: encourage satisfied guests, flag at-risk stays early, and help us protect our listing ratings- Complete a short written handover at the end of each shiftSHIFTSWe are recruiting for a few shift patterns. Please tell us in yourapplication which one you are applying for, or whether you areopen to both.- Pattern A — Evenings: Monday to Friday, 19:00 to 24:00- Pattern B — Weekends and relief: Saturday and Sunday daytime and evening, plus selected weekday afternoons- Pattern C — As needed: Monday to Friday, 9:00 to 19:00Rotas are published at least seven days in advance.WHAT WE ARE LOOKING FOREssential- Excellent written English — you can be clear, warm, and precise in writing, under time pressure- Working Portuguese — enough to speak with local suppliers, neighbours, and emergency services- Reliability. Evening and weekend cover only works if you are genuinely there for your shift- Good judgement about what you can decide yourself and what needs to go to a manager- Comfortable working independently, with a manager reachable by phone rather than sitting next to you- Legal right to work in PortugalDesirable- Previous experience in hospitality, front office, short-term rentals, or customer support- Familiarity with Airbnb, Booking.com, or a property management system such as Hostaway, Guesty, or Hospitable- A third language — Spanish, French, or Italian is genuinely useful with our guest mix- Students, career changers, and people looking for a stable second role are all welcomeWHAT WE OFFER- Opportunity to work in an international company and learn from the best- Competitive hourly rate, reviewed after six months- Company tools and accounts — you will never use your personal phone number with guests- Structured onboarding, written playbooks, and a full-time team member available for support on every shift- Genuine progression: our operations team has grown from within, and this role can lead to a broader coordinator position as the portfolio expandsHOW TO APPLYApply with Linkedin or Send your CV to giselle.feng@fgi-holdings.com with the subject line"Guest Experience Associate — Pattern A" or "Pattern B" or "All".In the body of your email, please answer these two questions inEnglish, in no more than 150 words in total:1. A guest messages you at 23:40 to say the hot water in their apartment is not working. What do you write back?2. What days and hours are you genuinely available every week?We read every application. Candidates who answer both questionswill be prioritised.Falcon Dialogue is part of FGI Group Holdings. We are an equalopportunity employer and welcome applicants of all backgroundsand nationalities with the right to work in Portugal.