Operations Executive

Emerald Stay; Barcelona; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Emerald Stay membership

Flexible remuneration: meal card, tran

Birthday off

Flexible work environment

Well-being program

Coaching program for Supervisor level

Team member referral program

Property referral program

Yearly team off-site

Regular optional team events

Job summary

Emerald Stay is seeking a proactive Guest Relations / Concierge member to deliver exceptional experiences for guests across our Barcelona destinations. You will liaise with guests pre- and post-stay through email, WhatsApp and calls, arranging airport transfers and at-home massages, while coordinating with local staff to ensure smooth arrivals and registrations.

You will handle complaints with empathy and professionalism, processing invoices at checkout and capturing guest feedback to improve

Qualifications

• 2+ years experience at front office of 4*/5* boutique hotel
• Experience at fast-growing company is a plus
• Excellent interpersonal and team collaboration skills
• Strong organizational and communication skills, both written and verbal
• Able to manage stress, stay detail-oriented and flexible
• Fluent in English and French

Responsibilities

• Liaise with guests before, during and after stay via email, WhatsApp and phone.
• Arrange extra services such as airport transfers and in-home massages.
• Coordinate guest requests with local staff across destinations.
• Oversee arrival process and complete guest registrations.
• Handle guest complaints with empathy and offer solutions or compensation when needed.
• Close and send invoices at end of stay and manage any damages or additional charges.
• Collect guest feedback to continuously improve services.

Skills

Front office experience

Guest relations

Multitasking

Interpersonal skills

Communication skills

Fluent English & French

Tools

Mews

Job description

Eterniti is the leading operator of vacation rentals in iconic holiday destinations, led by a passion for excellence, authentic adventures, and hospitality. With over €2 billion in assets under management, we operate 800+ chalets, villas and apartments under 3 consumer brands: Emerald Stay (our 4* brand), Bo House (our 5* brand) and Verbier Exclusive (our palace brand). Our guests can discover our properties in more than 25 exceptional destinations across Europe and North America.

To describe our workplace culture in a nutshell: we’re demanding and caring. As a team member, expect to be challenged, empowered and to grow through this professional experience.

RESPONSIBILITIES

Your main objective is to deliver a great experience to all our stakeholders.

Guest Relations

• Liaising with guests before, during and after stay, by e-mail, WhatsApp and telephone.
• Arranging some extra services such as airport transfers and at-home massages.
• Coordinating special guests requests with the local staff in our destinations.
• Overseeing arrival management, ensuring all guest registrations are completed and followed up when needed.
• Handling guest complaints with empathy and professionalism, offering solutions or compensations when appropriate.
• Closing and sending the invoice to our guests at the end of their stay; collecting extra money if needed, liaising with them in case of damages.
• Collecting feedback from guests to keep improving our services.

Concierge & additional services

• Developing the destinations under your responsibility by:
  • Creating and updating extra‑service processes.
  • Keeping destination pages up to date with new recommendations (restaurants, activities, etc.).
  • Acting as the main point of contact for colleagues needing support or information regarding your destinations.

Depending on the seasonality as well as your bandwidth, skills and interest, you may be involved with other aspects of our operations.

KEY INFORMATION ON THE POSITION

• Employment start: As soon as possible
• Office address: Talent Garden coworking - Carrer de Ramon Turró 169A, Barcelona.
• Work days and work hours may vary, we work in hospitality. You would work every other weekend and have days off during the week in lieu.
• We have a flexible home office policy: with us, you'll work at the office two days per week (Tuesdays and Wednesdays) - the rest of the time, it's up to you.
• The recruitment process in a nutshell:
  • Step 1: Screening call
  • Step 2: Case study
  • Step 3: Video interview with our Operations Manager & Operations Supervisor
  • Step 4: Reference check

ABOUT YOU

The must-haves:

• You have at least 2 years of experience working at the front office of a 4* or 5* boutique hotel.
• Ideally, you also have experience working at a fast-growing company - you understand that responsibilities will evolve quickly as the company grows.
• You love interacting with guests and all types of partners and can naturally establish great relationships with people; your interpersonal and team collaboration skills are excellent.
• You have strong organizational and communication skills, both written and verbal.
• You are good at managing stress and do not get easily overwhelmed.
• You are detail-oriented, open-minded and positive.
• You can multitask and work in an independent way.
• You have a can-do attitude, are not afraid to take ownership and be flexible.
• You speak and write English and French perfectly.

The nice-to-haves:

• You have worked with Mews before, our amazing Property Management System.
• You have experience working in operations at a short-term rental company.
• You are passionate about hospitality and innovation in the industry.
• You speak Spanish or any other language.

ABOUT US

We offer a work environment that values and empowers people while fostering personal development. Our culture is dictated by the following values:

• Make Mistakes - We foster a creative environment where the best ideas win, where it is okay to make mistakes and unacceptable not to learn from them.
• Question - We don't accept the status quo and look for ways to leverage technology while empowering people.
• Speak Up - We are true people who give honest feedback, who are not afraid to share opinions and who don't talk behind one's back.
• Think Big - While staying humble, we aim for the stars and work towards established goals and metrics.
• Don’t Compromise - We are obsessed with quality, like a Swiss watchmaker.
• Care - We care about our team members, our partners and our clients, and make our passion and our work one and the same.

We are committed to building a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. All qualified applicants will be considered without regard to any characteristic unrelated to their skills and experience.

Oh, we’ve got perks.

• Emerald Stay membership:
  • All-year-round discount of 10% off on Emerald stays
  • Discount of 50% off on Emerald stays during low season, on selected properties
  • Discount on services in all our destinations
• Flexible remuneration (meal card, transport and health insurance)
• Birthday off
• Flexible work environment : we have a flexible home office policy; you'll work at the office on Tuesdays and Wednesdays, the rest of the time, it's up to you. Feeling like working with another view? We offer 15 days yearly of remote work from wherever you'd like
• Well-being program: we will contribute up to 300€ annually to your wellbeing expensesfrom 1st anniversary
• Coaching program for Supervisor level and above from 1st anniversary
• Team member referral program
• Property referral program
• Yearly team off-site
• Regular optional team events

We are demanding - everyone really counts at Emerald Stay. But keep in mind that we value hard work and give growth opportunities to those who deserve it. We want you to grow with the company.