Boutique Hospitality Operations Lead

Emerald Stay; Barcelona; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Emerald Stay membership

Flexible remuneration: meal card, tran

Birthday off

Flexible work environment

Well-being program

Coaching program for Supervisor level

Team member referral program

Property referral program

Yearly team off-site

Regular optional team events

Job summary

Emerald Stay is seeking a proactive Guest Relations / Concierge member to deliver exceptional experiences for guests across our Barcelona destinations. You will liaise with guests pre- and post-stay through email, WhatsApp and calls, arranging airport transfers and at-home massages, while coordinating with local staff to ensure smooth arrivals and registrations.

You will handle complaints with empathy and professionalism, processing invoices at checkout and capturing guest feedback to improve

Qualifications

• 2+ years experience at front office of 4*/5* boutique hotel
• Experience at fast-growing company is a plus
• Excellent interpersonal and team collaboration skills
• Strong organizational and communication skills, both written and verbal
• Able to manage stress, stay detail-oriented and flexible
• Fluent in English and French

Responsibilities

• Liaise with guests before, during and after stay via email, WhatsApp and phone.
• Arrange extra services such as airport transfers and in-home massages.
• Coordinate guest requests with local staff across destinations.
• Oversee arrival process and complete guest registrations.
• Handle guest complaints with empathy and offer solutions or compensation when needed.
• Close and send invoices at end of stay and manage any damages or additional charges.
• Collect guest feedback to continuously improve services.

Skills

Front office experience

Guest relations

Multitasking

Interpersonal skills

Communication skills

Fluent English & French

Tools

Mews

Job description

Emerald Stay is seeking a proactive Guest Relations / Concierge member to deliver exceptional experiences for guests across our Barcelona destinations. You will liaise with guests pre- and post-stay through email, WhatsApp and calls, arranging airport transfers and at-home massages, while coordinating with local staff to ensure smooth arrivals and registrations.

You will handle complaints with empathy and professionalism, processing invoices at checkout and capturing guest feedback to improve