Guest Experience Specialist | Hybrid, Global Hospitality

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

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.