Reservations & Customer Service Agent
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Reservations & Customer Service Agent

About the job

If you are looking for a challenge and would like to bring your hospitality career to the next level, join our young, international and dynamic team in Barcelona.

Main goal:
To make sure we deliver the best service to the guests so they feel special and unique.

Vision:
Our U-nique Customer Service agent keeps in contact with our guests via different channels (phone, email, text, whatsapp, messenger, etc.) and while being in contact with them provides a unique warmth to all our guests, while informing them about anything they might need from bookings, to procedures, to apartment information to things to do in the city.

Before booking
Our U-nique Customer Service agent is able to inform future guests about accommodation alternatives. She/he will understand what the guests needs are and will try to assist them to make sure guests book directly with us instead of through an OTA.

When booking
Our U-nique Customer Service agent is able to proceed all the bookings we receive without mistakes. His/her job is done efficiently and without mistakes, making sure that all information is registered correctly, all the payments are processed and all instructions are sent.

Before arrival:
Our U-nique Customer Service agent makes sure we have all arrival information from guests in advance and at the same time she/he makes sure that all guests have very clear instructions on what to do when they arrive, who to call, where to go, etc.

On Arrival
Our U-nique Customer Service agent is able to get calls from guests at the airport. She/he explains clearly to guests what needs to be done and also coordinates with the check in team to make sure they are waiting for the guests with everything prepared.

After arrival
Our U-nique Customer Service agent supervises that the check in process has been done effectively, and there are no mistakes and that all payments are done correctly by guest. Also make sure all contracts are signed and that police report is sent.

During the stay:
Our U-nique Customer Service agent, is able to assist guests with ticket purchasing. Also, she/he is able to manage communication with guests to be able to sort any issue during their stay, such as cleaning and maintenance problems.

On check out:
Our U-nique Customer Service agent makes sure that every guest has received clear check out instructions. If any doubts, she/he can easily solve it for guests. She/he can also help them managing their transportation from the apartment to the airport.


Administrative:
Our U-nique Customer Service agent has made sure that all the administrative tasks regarding bookings have been done correctly and is able to help as well with the correct registration of operations expenses and general invoices.
Occasionally might be asked to help with a check in.


Metrics:
- Guest ratings
- Mistakes on bookings
- Missed payments
- Direct bookings
- Cross Sales

Conditions
Floating schedule: 5 days a week can include weekends.
23 vacation days per year.
Opening hours: from 9 to 13 and from 14 to 18 hours.
Contract for 6 months with 2 months of trial period, with the possibility of extending 6 more months and then get an indefinite contract.

About you

Excellent customer service
Ability to multitask
  • Languages required: Spanish and English. French is a plus

The company

Hola! Somos Stay Unique, gestores de viviendas vacacionales y temporales con más de 18 años de experiencia en el sector. Operamos en Barcelona y Málaga, y en menor medida en otros puntos de la costa del Mediterráneo.

Nuestra cultura corporativa se define mediante nuestros valores: cuidado, alegría, honestidad, humildad y mentalidad de crecimiento. Las personas que forman parte de nuestra empresa son el centro de nuestro trabajo: nuestros propietarios, huéspedes, vecinos y nuestro equipo.

Durante los últimos 4 años consecutivos, hemos obtenido los premios World Travel Awards, que nos definen como líderes en la gestión de viviendas vacacionales en España. Además, somos Great Place To Work.

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Expired

Reservations & Customer Service Agent

Barcelona, Spain

Full-time, 6 months

Start Date:

Latest start date:

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