Guest Experience Lead (f/m/x)

Welcome to Arbio – where innovation meets hospitality, and every day is an opportunity to redefine the way we experience travel!

Established in 2021, we specialize in revolutionizing short-term apartment rentals by integrating and expanding hospitality businesses. Our commitment to recognizing hard work led us to set new industry standards, expanding our exceptional property management services and creating a groundbreaking product.

Our secret weapon is our passionate team of hospitality and design enthusiasts dedicated to going that extra mile for realizing travelers' dreams. We curate unique guest rooms across our cities, inviting our guests to immerse themselves in the local culture and create cherished memories, all while ensuring outstanding quality and customer experience. With the ease of using technology and extra services, we provide our guests the freedom to tailor their trip to their preferences.

As our Guest Experience Lead, you will join our team during an exciting phase of growth and expansion into new international markets. Your role will be crucial in shaping exceptional guest experiences and driving operational excellence as we scale our business.

You will have an impact on:

• Leading and inspiring the Guest experience team to deliver outstanding service.

• Ensuring seamless day-to-day operations of our units by managing bookings, guest communications, and escalations.

• Elevating guest satisfaction by implementing action plans based on reviews and operational insights.

• Supporting and empowering the Guest Communication team to handle peak demand efficiently.

• Providing industry and field-related training and guidance to the team on operational tools and processes and escalation management processes.

• Managing team performance and capacity planning.

What you will add to our Crew:

• You’re a German speaker (C2)  with strong leadership skills and a background in hospitality, customer service, or call centre management.

• A proactive, diligent, and communicative team player who thrives in an autonomous role.

• Experience in AI tools, operational platforms, and escalation management.

• A strong leader with the ability to manage and motivate a team.

Our current benefits

• Work Environment & Support: Flexible working hours with a flexible work set-up combining office & remote work

• Food & Beverage: Free drinks, fruit and veggie baskets, beer, and pizza after All Hands

• Sport: Subsidized Qualitrain Subscription (includes: unlimited Beat81 classes, Holmes Place, Yoga studios, Boulder Halls, etc.

• Mental Well-being: Access to our mental health platform offering regular 1o1 sessions with coaches, trainers and psychologists

• Travelling: Free yearly stay in one of our apartments of your choice

• Tech: Possibility to choose between Windows Lenovo or Macbook

• Culture: Yearly Company Offsites, regular team events, Christmas party, summer party, budget for your birthday

What joining our team means for you

You will be part of a dynamic team of top-tier professionals from every domain, all united by a relentless drive. We are dedicated to nurturing and pushing each of our team members to unleash the best version of their professional selves. We believe in a culture of trusted ownership, caring meritocracy, and constructive feedback where we elevate each other while constantly challenging the status quo. Join a dynamic, young company with an entrepreneurial culture operating at lightning speed — with eyes set on global horizons!