Operations Executive - Receptionist

EMERALD STAY®; Barcelona; Hybrid; EUR 32,000 - 42,000; Full time

Job summary

Eterniti is a leading operator of vacation rentals, offering experiences across Europe and North America. We are seeking an Operations Executive to deliver exceptional guest experiences within a remote hospitality environment, joining a team that is both demanding and caring.

You will liaise with guests across their stay, organise extra services, and coordinate with local staff to ensure smooth arrival management and service recovery.

Qualifications

• Your main objective is to deliver a great experience to all our stakeholders.
• Liaising with guests before, during and after stay, by e-mail, WhatsApp and telephone.
• Coordinating special guests requests with the local staff in our destinations.

Responsibilities

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

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.

As one of our Operations Executives, your responsibilities will include but not be limited to the following. In brief, the role is similar to a hotel Front Office position, but within a remote hospitality environment.

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