Hospitality Operations Lead — Guest Experience

EMERALD STAY®; Barcelona; Hybride; EUR 25 000 - 36 000; Plein temps

Avantages offerts par ce poste

Emerald Stay membership

Flexible remuneration

Birthday off

Flexible work environment

Remote work 15 days/year

Well-being program

Coaching program

Team referral program

Yearly team off-site

Résumé du poste

Emerald Stay in Barcelona seeks a proactive Guest Relations Concierge to deliver exceptional experiences for guests and partners. You will manage front-office tasks, coordinate airport transfers and in-destination services, and maintain strong relationships with guests across our luxury properties.

The role requires 2+ years in boutique hotel front offices, fluency in English and French, and the ability to multitask in a fast-growing company.

Qualifications

• Minimum 2 years in front office for a 4*/5* boutique hotel.
• Experience at a fast-growing company is a plus.
• Excellent interpersonal and teamwork skills.
• Strong organizational and communication abilities (written and verbal).
• Ability to handle stress and stay composed.
• Detail-oriented, open-minded and positive attitude.
• Multitask effectively and work independently.
• Proficient in English and French.

Responsabilités

• Liaise with guests before, during and after stay via email, WhatsApp, and phone.
• Arrange extras like airport transfers and at-home massages.
• Coordinate guest requests with local staff across destinations.
• Oversee arrival management and guest registrations; follow up as needed.
• Handle guest complaints with empathy; offer solutions or compensation when appropriate.
• Prepare and send invoices; collect any additional charges and liaise on damages.
• Collect guest feedback to improve services.
• Develop and update destination pages with recommendations.
• Act as main contact for colleagues needing support about destinations.

Connaissances

Guest relations

Fluent English

French

Organization

Attention to detail

Outils

Mews

Description du poste

Emerald Stay in Barcelona seeks a proactive Guest Relations Concierge to deliver exceptional experiences for guests and partners. You will manage front-office tasks, coordinate airport transfers and in-destination services, and maintain strong relationships with guests across our luxury properties.

The role requires 2+ years in boutique hotel front offices, fluency in English and French, and the ability to multitask in a fast-growing company.