Guest Experience Assistant

Homeclub; Madrid; Hybrid; EUR 29,000 - 39,000; Full time

Benefits offered by this job

Office in Madrid

Hybrid work model

International environment

Growth opportunities

Discounts at partner stores

Exclusive discounts on properties

Free drinks

Job summary

Homeclub is seeking a Guest Experience Assistant in Madrid to own the guest journey from pre-arrival to post-departure, ensuring a premium, attentive service. You will be the primary contact for your guest portfolio, coordinating with internal teams to resolve requests with transparency and efficiency.

Ideal candidates have 2–3 years in front desk or customer service within hospitality or residential settings, fluent Spanish and English, and strong interpersonal and multitasking skills.

Qualifications

• 2–3 years of front desk or customer service experience, preferably in hospitality, serviced apartments, or residential buildings.
• Native or bilingual Spanish and full professional proficiency in English.
• Exceptional interpersonal skills with empathy and efficiency.
• Proven ability to manage multiple tasks in a fast-paced environment with attention to detail.

Responsibilities

• Serve as the main point of contact for guests in your portfolio, managing communication and service delivery throughout their stay.
• Record, diagnose, elevate issues when needed, and resolve guest requests, keeping guests informed at every stage.
• Collaborate with Operations, Maintenance, Housekeeping, Warehouse, and Quality teams to ensure fast, high-quality responses to on-site issues.
• Maintain detailed knowledge of properties to provide accurate information and resolve minor issues directly; keep systems updated.
• Respond promptly and professionally to calls, emails, and online chats while following established SLAs.
• Monitor expenses related to guest service interventions and ensure actions stay within budget.
• Identify opportunities to enhance the guest experience and contribute to new solutions.

Skills

Spanish

English

Customer service

Guest relations

Communication

Multitasking

Empathy

Job description

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.

What you'll do

The Guest Experience Assistant will be responsible for the overall guest journey. You will proactively and personally manage every stay—from pre-arrival contact and check-in presentations to post-departure feedback—ensuring an exceptional experience at every touchpoint. This role is key to delivering the Homeclub hospitality standard: premium, attentive, and solution-oriented. You will act as the primary point of contact for your assigned guest portfolio, coordinating with internal teams to guarantee that every request or issue is handled efficiently and communicated with full transparency. Your responsibilities will span across three key areas:

• Personalized Guest Relations: Serve as the main point of contact for guests within your assigned portfolio, managing communication and service delivery throughout their entire stay.
• Issue Resolution: Record, diagnose, elevate (to Operations when necessary), and resolve all guest requests or incidents, keeping them informed at every stage until full resolution.
• Internal Coordination: Collaborate with Operations, Maintenance, Housekeeping, Warehouse, and Quality teams to ensure rapid, high-quality responses to on-site issues.
• Product Expertise: Maintain detailed knowledge of our properties to provide accurate information and resolve minor issues directly. Keep property details updated 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.
• Process & Budget Tracking: Monitor expenses related to guest service interventions, coordinating actions to remain within budgetary limits.
• Continuous Improvement: Proactively identify opportunities to enhance the guest experience and operational efficiency, participating in the design and implementation of new solutions.

About you

• 2–3 years of experience in front desk or customer service roles, preferably in hospitality, serviced apartments, or residential buildings.
• Native or bilingual Spanish and full professional proficiency in English (additional languages are a plus).
• Exceptional interpersonal skills with a proven ability to handle complex guest issues with empathy and efficiency.
• Proven ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.

What We Offer

• A charming office in the heart of Madrid.
• An international work environment with more than 18 nationalities!
• Hybrid work model.
• A culture of autonomy, innovation, and feedback.
• Free drinks: Coffee and tea are always available.
• After-work events and an amazing internal culture.
• Internal growth opportunities.
• Discounts at partner stores.
• Exclusive discounts on our properties for you and your family.

---------------------------------------------------------------

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.