Guest Experience Intern

Homeclub; Madrid; Presencial; EUR 11.000 - 16.000; Jornada completa

Descripción de la vacante

Homeclub is seeking a Guest Experience Intern to ensure an exceptional stay across our properties. You will be the main point of contact for assigned guests, delivering premium, attentive service and timely solutions.

You'll log and resolve guest requests, coordinate with Operations and other teams, and maintain up-to-date property knowledge in our systems. The role requires full-time availability Monday to Friday and a passion for hospitality.

Formación

• Customer service experience is a plus, especially in roles involving issue resolution to ensure customer satisfaction.
• Availability to work full-time Monday to Friday.

Responsabilidades

• Personalized 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, (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.

Conocimientos

Customer service

Issue resolution

Descripción del empleo

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 Role

The 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 do

• Personalized 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, (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:

• 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 full-time from Monday to Friday.

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.