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Guest Experience Intern
hace 4 horas
About us:At Homeclub, we manage over 1,500 move-in ready, professionally decorated apartments, all designed with our clients' comfort and lifestyle in mind. Our goal is to make living well easy, wherever and whenever you choose. We started in Spain and are now expanding into the U.S. and Latin America. We envision a world full of possibilities, where location is flexible and housing doesn't limit your options. Help us turn this vision into a reality. We are looking for talented individuals to join us on our exciting journey to redefine the rental market—from Madrid to the world.About the RoleThe Guest Experience Intern is responsible for the overall guest experience. You will proactively and personally manage each stay ensuring an exceptional experience at every touchpoint. This role is key to delivering Homeclub's hospitality standard: premium, attentive, and solution-oriented. What you ́ll doPersonalized Guest Relations: Serve as the main point of contact for an assigned guest portfolio, managing communication and service delivery throughout their entire stay.Issue Resolution: Log, diagnose, escalate (to Operations when necessary), and resolve all guest requests or incidents, keeping them informed at every stage until full resolution.Internal Coordination: Collaborate with the Operations, Maintenance, Cleaning, Warehouse, and Quality teams to ensure rapid, high-quality responses to on-site issues.Product Knowledge: Maintain detailed knowledge of our properties to provide accurate information and resolve minor issues directly. Ensure property details are kept up to date in the PMS, GEM, and other systems as required.Service Efficiency: Respond promptly and professionally to calls, emails, and online chats, ensuring compliance with established SLAs.About you:English level: C1/C2.Previous experience in customer service is a plus, especially in roles involving issue resolution to ensure customer satisfaction, including handling both inbound and outbound calls.Availability to work on the weekends (40h/week).--------------------------------------------------------------------------------------------------At Homeclub, we believe in creating a positive and inclusive work environment that empowers our team members to succeed. we're committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.
