Owner Relations Supervisor - Project & Account Management in Barcelona, Cataluña at Emerald Stay

Eterniti is the leading operator of vacation rentals in iconic holiday destinations, led by a passion for excellence, authentic adventures, and hospitality. We operate 600+ chalets, villas and apartments under 3 consumer brands: Emerald Stay (our 4* brand), Bo House (our 5* & palace brand) and Verbier Exclusive (20 chalets in Verbier).

We are looking for a Jack or Jill of All Trades who will thrive in a dynamically changing environment. Your responsibilities will include but not be limited to the following.

RESPONSIBILITIES

Home Onboardings (project management):

You will own the home onboarding process throughout all of our destinations. Some tasks will be completed by yourself whereas others will be delegated. It will be your responsibility to follow up with the other team members and third parties involved to ensure a smooth onboarding overall. In a nutshell, this process of home onboarding can be broken down into two major parts:

• The onsite onboarding: completed by our destination teams to 1. check the home standards based on a thorough requirements list and 2. obtain important information which we will save in our internal Wiki.
  
• The offsite onboarding: completed by various team members, consisting of onboarding the home from a technology perspective, liaising with the homeowners, possibly coordinating interventions with providers, adding the home to various files and internal processes, creating tailored templates, and much more.

Owner Relations (account management):

• You will act as the main point of contact for all of our homeowners on a regular basis once they have officially joined Emerald Stay.
• On a trimester basis, you will share reports with all of our homeowners and answer any questions they may have.
• You will be welcome to make suggestions to keep improving our homeowner experience and you will be involved with owner-related projects.

Depending on the seasonality as well as your bandwidth, skills and interest, you may be involved with other projects.

KEY INFORMATION ON THE POSITION

• Employment start: as soon as possible.
• Office address: Talent Garden coworking - Carrer de Ramon Turró 169A, Barcelona.
• Workdays are from Monday to Friday.
• Home office policy: Tuesdays and Wednesdays are spent at the office whereas you’re free to work from home on Mondays, Thursdays and Fridays.

ABOUT YOU

The must-haves:

• You work in the most organized, reliable and detail-oriented way.
• You have at least 2 years of experience in project management and account management.
• You are comfortable speaking with HNWI (High Net Worth Individuals).
• You have a high emotional intelligence and are not afraid of speaking up and being tough when need be.
• You speak English, French and Spanish fluently; your writing skills are impeccable in these languages.
• You can multitask, work in an independent way and most importantly you are resilient to stress.
• Your computer skills are excellent.
• You are flexible, open-minded and positive.
• You love interacting with people and can naturally establish great relationships; your interpersonal, communication and team collaboration skills are excellent.

The nice-to-haves:

• You have experience working at a hospitality company, preferably in a 4* or 5* boutique hotel or at an upscale short-term rentals company.
• You have experience working at a fast-growing company - you understand that responsibilities will evolve quickly as the company grows.
• You have experience working with a PMS (Property Management System).

ABOUT US

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. People have been let go for a lack of performance - 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 PERKS

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.
• 10% discount all-year-round on selected hotels in Barcelona, Madrid, London and Paris.
• Personal training budget of 500€ unlocked on each work anniversary for work-related trainings, home office equipment and/or workout.
• 1 workday or 100€ per year for a charity of your choice.
• Coaching program for Supervisor level and above from 1st anniversary.
• Yearly team off-site (when travel is appropriate).
• Occasional team outings.