Jobs in Germany
ABOUT NUMA
Hey! We're numa. We're a dynamic, diverse hospitality brand that's offering uniquely designed apartments for the modern traveler. We specialize in the beauty of convenience and the delight of a design, with a totally digital guest experience and properties designed with intention.
Numa properties are located in the most exciting and vibrant neighbourhoods across Europe. We're not just disrupting the hospitality industry for our guests—behind the curtain, we're shaking up the way hotels operate. We've built a proprietary technology and data platform that makes running a hospitality operation more efficient than ever. We offer consistent quality and an unmatched guest experience.
ABOUT THE ROLE
In this vital role you are responsible for the overall performance and management of the Guest Experience team in Southern Europe consisting of senior, junior and night shift agents. You and your team act as the first point of contact for all our guests and are responsible for an outstanding guest experience in Southern Europe. You will play a pivotal role in ensuring operational excellence and elevating guest satisfaction while expanding our portfolio in Italy, Spain and Portugal. This is an opportunity to drive impactful change in a fast-paced and guest obsessed environment. You will report to the Head of Guest Experience.
This role can be based remotely in any of our current locations: Germany, Netherlands, Italy, Spain, or Portugal. If you want to work hybrid or from the office, you can join us in Amsterdam, Berlin or Barcelona.
Key Responsibilities:
- Leadership and Performance Management:
- Lead and motivate a diverse team of Guest Experience Agents to surpass performance targets and KPIs.
- Develop team members through ongoing training in collaboration with our Training Team.
- Recruit and manage team members effectively.
- Operational Efficiency:
- Implement streamlined workflows and optimize schedules to boost operational efficiency.
- Reduce response times and streamline processes to ensure seamless guest interactions, even during periods of expansion.
- Investigate and address key customer issues with scalable solutions.
- Customer Satisfaction:
- Elevate customer satisfaction by providing exceptional service within your team and resolving escalated issues promptly.
- Maintain service excellence during the expansion of new units in the region.
- Cross-Functional Collaboration:
- Collaborate closely with GX Leadership, Product, and other departments to enhance our overall guest experience.
- Work in tandem with operations teams to ensure excellence for our in-house guests and successful launches of new properties.
ABOUT YOU
- Completed undergraduate or postgraduate diploma with a background in business administration, hospitality/tourism management, or a related field.
- Demonstrate at least 1-2 years of proven leadership experience in a fast-paced, customer-centric environment.
- Excel in remote leadership and collaboration.
- Proficient in technology and data-driven decision-making.
- Exhibit adaptability and flexibility to drive change and innovation effectively.
- Outstanding verbal and written communication and presentation skills
- Work well under pressure and in a structured manner.
- Able to understand and collaborate with multiple internal stakeholders and departments.
- Experience in effectively and empathetically resolving complex issues.
- Above-average multitasking skills.
- Fluent in Spanish and English; additional proficiency in Italian and Portuguese is a plus.
ABOUT OUR OFFER
- Join an agile work environment with flat hierarchies where your ideas make an impact from the very beginning
- Build your own success story based on what you do well and how you want to grow
- Elevate your physical and mental wellness with our monthly benefit allowances
- Get to know your internationally diverse team during our events and retreats
- Spend a free night at your nearest numa stay upon starting and enjoy a 30% employee discount on personal stays in the coolest neighbourhoods in Europe
numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person's talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.
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