Guest Services Internship

Descrizione del lavoro:

At Emerald Stay, our Centralized Operations Team, based in sunny Barcelona, is the engine that keeps everything running smoothly behind the scenes for our guests. We're looking for a sharp, curious, and proactive intern to join us for a 6-month adventure.

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

RESPONSIBILITIES

You'll be part of a small (but mighty!) team of 8, helping deliver top-tier hospitality from our head office. Think of it like running a hotel. Here's a taste of what you'll get involved in:

FRONT & BACK OFFICE
* Managing communication with guests before, during and after their stay, via phone, chat or email.
* Managing our mailbox; your goal is Inbox Zero
* Liaising with guests so they complete their online check-in prior to arrival
* Handling check-ins and check-outs from our central office and coordinating with our on-the-ground staff
* Upselling and cross-selling
* 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
RESERVATIONS
* Controlling and managing reservations booked instantly in our Property Management System
* Preparing proposals for individuals and groups
* Closing and managing direct reservations
CONCIERGE
* Arranging some extra services for our guests, such as airport transfers and at-home massages
* Coordinate and organize extra services with our partners and on-the-ground staff
* Handling the invoices for such extra services
HOUSEKEEPING & MAINTENANCE
* Organize and coordinate cleaning with our different providers
* Communicate and coordinate maintenance issues with our on-the-ground staff
Depending on the seasonality as well as your bandwidth, skills and interest, you may be involved with other aspects of our operations.

KEY INFORMATION
The application journey has 4 key steps:
* Step 1: screening call for selected candidates
* Step 2: case study
* Step 3: video interview with our Operations Supervisor
* Step 4: reference check