Guest Experience Assistant
hace 3 semanas
About us
At Homeclub, we’re reshaping the way people live and travel. With over 1,500 fully furnished, design-forward apartments across Spain, and soon expanding to the U.S. and Latin America. We make living well easy, wherever life takes you. Our mission is to offer a lifestyle where flexibility meets comfort, and location never limits your options. From Madrid to the world, we’re building a new standard in urban living.
About the Role
We are looking for a Guest Experience Agent to join our team and become the owner of the guest journey . You will proactively and personally manage each stay — from pre-arrival contact and check-in presentation to post-departure feedback — ensuring an exceptional experience throughout.
This role is key to delivering the Homeclub standard of hospitality: premium, attentive, and solution-oriented . You will act as the main point of contact for your assigned portfolio of guests, coordinate with internal teams, and ensure every issue is managed efficiently and communicated transparently.
What You’ll Do
- Personalized Guest Care: Be the single point of contact for guests in your assigned portfolio, managing communication and service delivery throughout their stay.
- Incident Management: Log, diagnose, escalate (to Operations when needed) and resolve all guest requests or incidents, keeping the guest informed at every stage until full resolution.
- Internal Coordination: Collaborate with Operations, Maintenance, Cleaning, Warehouse and Quality teams to guarantee quick and high-quality responses to on-site issues.
- Product Knowledge: Maintain a detailed understanding of our properties to provide accurate information and resolve minor issues directly. Keep PMS, GEM, and access details up to date.
- Service Efficiency: Respond promptly and professionally to calls, emails and online chats, ensuring compliance with established SLAs.
- Process & Budget Monitoring: Track expenses related to guest service interventions, coordinating actions to remain within budget limits.
- Upselling & Loyalty: Identify cross-selling opportunities (ancillary services) and foster guest loyalty through outstanding service.
- Continuous Improvement: Proactively identify opportunities to enhance guest experience and operational efficiency, participating in solution design and implementation.
About You
- Previous experience in customer service, hospitality, tourism, or a similar client-facing role.
- Full professional proficiency in Spanish and English (C1/C2) ;
additional languages are a plus.
- Service-oriented mindset with a focus on guest satisfaction and continuous improvement.
- High attention to detail, organization, and ability to manage multiple tasks under pressure.
- Excellent verbal and written communication skills.
- Strong problem-solving ability and empathy.
Why Homeclub
- Be part of a company with global ambition and local heart.
- Work in a multicultural team with over 18 nationalities.
- Enjoy a flexible, collaborative, and innovation-driven work culture.
- Take ownership of your growth in a role that offers both creative freedom and strategic influence.
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We’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be an equal opportunity workplace.
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