Guest Experience Intern (Weekends)

Homeclub; Madrid; Híbrido; EUR 21.000 - 30.000; Jornada completa

Descripción de la vacante

Homeclub in Madrid is expanding its hospitality-focused rental platform and seeks a proactive customer service representative to greet guests, respond to inquiries, and resolve issues with courtesy.

You'll document incidents in our PMS, coordinate with cleaning and maintenance teams, monitor SLAs, and help keep costs within budget while maintaining a welcoming guest experience.

Formación

• Experience in customer service is a plus.
• Weekend availability (40h/week) is required.

Responsabilidades

• Respond to phone calls, emails, and online chats in a professional and courteous manner.
• Efficiently address guest concerns and resolve issues to ensure their satisfaction.
• Document and manage incidents using our PMS.
• Coordinate with the cleaning, maintenance, warehouse, and quality teams to resolve on-site issues efficiently.
• Maintain clear communication with all teams involved in guest satisfaction to optimize operational processes.
• Keep meticulous records of interactions with guests.
• Attend all the issues reported by guests during their stay in a timely and professional manner in accordance with established SLAs. Continuously monitor incidents until their complete resolution.
• Monitor expenses and coordinate necessary actions to stay within budget limits.
• Identify opportunities to improve processes related to incident management, and budget management.

Conocimientos

Customer service

Issue resolution

Communication

Team coordination

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.

Our culture:

We are a diverse and dynamic team of professionals from over 18 nationalities, united by a shared vision: to transform the global rental market.

At Homeclub, we foster a culture that values continuous learning, open feedback, and personal growth. Every team member is empowered to share new ideas and take ownership of their professional development in a flexible and collaborative environment.

Our hybrid work model adapts to individual needs, and we believe in celebrating together—whether through after-work events or recognizing every achievement, big or small .

What you'll do:

• Respond to phone calls, emails, and online chats in a professional and courteous manner.
• Efficiently address guest concerns and resolve issues to ensure their satisfaction.
• Document and manage incidents using our Property Management System (PMS).
• Coordinate with the cleaning, maintenance, warehouse, and quality teams to resolve on-site issues efficiently.
• Maintain clear communication with all teams involved in guest satisfaction to optimize operational processes.
• Keep meticulous records of interactions with guests.
• Attend all the issues reported by guests during their stay in a timely and professional manner in accordance with established SLAs. Continuously monitor incidents until their complete resolution.
• Monitor expenses and coordinate necessary actions to stay within budget limits.
• Identify opportunities to improve processes related to incident management, and budget management.

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 on the weekends (40h/week).

Why us?

• A charming office in the center of Madrid.
• An international work environment; we have more than 18 nationalities!
• On your birthday, we offer you a half day off.
• Culture of ownership, innovation, training and feedback.
• Flexible and dynamic work environment.
• Free Drinks: we always provide tea and coffee.
• After-work events and an amazing internal culture.
• Internal growth opportunities.
• Discounts at partner stores.
• Discounts on our properties for your family and you.

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.