Guest Experience Agent (German & English speaking) - Northern Europe (m/f/d)

_{ABOUT THE ROLE}

As a Guest Experience Agent you assist your colleagues in all general and individual guest requests (leisure and corporate) and with managing all individual guest reservations across our European locations. You and the team are the first and only point of contact for all our guests and you are in charge of ensuring that every guest feels welcome and assisted in a friendly and efficient manner. In this role you will work very closely together with Junior agents, internal key stakeholders and other departments. You will be mentored by Senior Guest Experience agents.

This role can be based remotely in any of our current locations: Germany, Italy, Spain, UK, Belgium, Netherlands, Czech Republic, Norway and Switzerland. If you want to work hybrid or from the office, you can join us in Berlin or Barcelona.

_{You will:}

• Be responsible for all guest communications and reservations for all numa properties in Northern Europe
• Handle confidently individual and corporate guest requests in a friendly and satisfactory way via phone, WhatsApp, text message, email and on multiple booking platforms
• Work hand in hand with the rest of the numa departments on complaint management, reporting any kind of issues, overbooking- and relocation processes, etc.
• Be responsible for follow-up processes internally, with guests and other departments
• Bring the desire to improve our processes and make them simple
• Flexibility to work on weekends, remotely or in the office in Berlin

_{ABOUT YOU}

We encourage you to apply even if you don't think you meet all of the below criteria. We care most that you are excited about the role and our mission, and are willing to learn. Ideally, you have:

• Secondary studies and professional studies, ideally oriented to Business or Hospitality
• Previous experiences in Customer Support in a fast-paced work environment and/or in the hospitality industry
• Ability to empathetically comprehend and resolve complex issues
• Proven experience of good verbal and written communication 
• Experience managing multiple tasks and finding out alternative solutions to unexpected problems
• Ability to execute tasks at short notice
• Fluency in German and English are required (C1 level). Czech, Norwegian, French or Italian are a plus