Customer Service Specialist Contract Full Time

Homeclub; Madrid; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A leading hospitality company in Madrid is seeking a dedicated Guest Care Coordinator to ensure exceptional experiences for guests. This role involves managing guest communication, resolving incidents, and collaborating with various teams. Candidates should have prior experience in customer service and be fluent in Spanish and English. Join us to be part of a company with global ambition and local heart.

Formación

• Previous experience in customer service, hospitality, tourism, or a similar client-facing role.
• Full professional proficiency in Spanish and English (C1/C2).
• Focus on guest satisfaction and continuous improvement.

Responsabilidades

• Manage communication and service delivery for guests.
• Log and resolve guest requests or incidents.
• Collaborate with various teams to ensure quick responses.
• Monitor expenses related to guest service interventions.

Conocimientos

Customer service

Bilingual in Spanish and English

Service-oriented mindset

Problem-solving

Descripción del empleo

With over 1,500 fully furnished, design-forward apartments across Spain, and soon expanding to the U. 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.

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, elevate (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.

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.

Identify cross‑selling opportunities (ancillary services) and foster guest loyalty through outstanding service.

Qualifications

Previous experience in customer service, hospitality, tourism, or a similar client‑facing role.

Full professional proficiency in Spanish and English (C1/C2); Service‑oriented mindset with a focus on guest satisfaction and continuous improvement.

Be part of a company with global ambition and local heart.