Operations Executive (French speaker)

Emerald Stay is a revolutionary prop-tech company that manages high-end homes in non-urban destinations. Our team is shaking up the vacation rental market by creating a top-tier hospitality brand that uses reliable technology at every touchpoint. Guests can expect an unforgettable Emerald Stay experience, while owners can easily monitor their property and enjoy the benefits of passive income. In 2021 we received the “Best leisure property management company” award and in 2022 the “Sustainability” award at the global industry event by The Shortyz. We have offices in Geneva and Barcelona and have raised more than €25m from prominent investors in order to back our growth. Last but not least, we are recognized as a Great Place to Work®, and are accredited HappyAtWork® as well as B Corp®.

We're looking for a Jack or Jill of All Trades who will join our international prop-tech team at our headquarters in Barcelona. You will support guests and partners to ensure they have a great experience with Emerald Stay. This role will report to the Operations Manager.

You've been working as a hotel receptionist and are looking for an alternative opportunity for a better work-life balance? A place where you no longer work early in the morning, late at night and no longer need to wear in a suit? We may be the right option for you! Our shifts start at 9am at the earliest and finish at 8pm at the latest. We have a flexible home office policy: with us, you'll work at the office on Tuesdays and Thursdays - the rest of the time, it's up to you. Last but not least, you'll be on shift 2 weekends per month at most.

RESPONSIBILITIES

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 in a start-up environment.

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

Guest Relations:

• Liaising with guests before, during and after stay.
• Liaising with all types of partners such as travel agencies and transfer providers.
• Controlling and managing reservations booked instantly in our Property Management System.
• Preparing proposals for individuals and groups; closing and managing direct reservations.
• Upselling and cross-selling.
• Arranging some extra services such as airport transfers and at-home massages.
• Coordinating special guests requests with the local staff in our destinations.
• 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.

Home Onboardings & Listings:

• Contributing to the continuous update and improvement of all our home listings.
• Liaising with homeowners, most of whom are HNWI.

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
• Position based in Barcelona
• Competitive salary based on experience
• Work days and work hours may vary, we work in hospitality
• The recruitment process is the following:
  • Step 1: screening call for selected candidates
  • Step 2: case study
  • Step 3: video interview with our Head of HR & Hospitality
  • Step 4: video interview with our Operations Manager and Operations Supervisor
  • Step 5: reference check

ABOUT YOU

We are looking for someone who will thrive in a dynamically changing environment. In a nutshell, this role is a great fit if you have worked in the Front Office department of an upscale hotel and are now looking for a more innovative environment.

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 comfortable speaking with HNWI (High Net Worth Individuals).
• 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, French and Spanish.

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 German or any other language.

ABOUT US

Emerald Stay is recognized as a Great Place to Work®.

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 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.

Feeling aligned? Then we want you on the Emerald Stay team!

JUST SO YOU KNOW 

Our team members get the following 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
• Budget of 500€ unlocked on each work anniversary for work-related training, workout and/or home office equipment
• 1 workday or 100€ per year for a charity of your choice
• A Cobee card to maximize your net income thanks to the use of benefits in kind
• Coaching program for Supervisor level and above from 1st anniversary
• Yearly team off-site
• Occasional team outings