Guest Support Specialist

About Bob W

I’m Bob W, your friend in town. I take the guesswork out of travel, blending the best of both worlds: hotel-grade consistency, local character, and a few surprises only locals would know. Every apartment is fully carbon offset and set up in Europe’s most interesting neighbourhoods, so you feel at home—just with better coffee and smarter tech. I’m building a new kind of stay: five-star comfort, local flair, and always a step ahead on sustainability. All you have to do is show up. I’ll handle the rest.

The Role

Being a part of Bob’s team means being hospitable not only to our guests but also to our colleagues, service partners, neighbours, and the planet (which is why we’ve become the first international climate-neutral hospitality provider). We’re open to new ideas, are honest about our shortcomings, and take full ownership of our actions, good and bad. We grow by supporting each other, and overgrown egos and corporate politics have no place here. Our Guest Success team is providing a 5-star guest experience in the markets Bob W is operating in. 

So, if you have a burning desire to deliver outstanding service, we want you to be our next Guest Support Specialist! We are looking for someone who is fluent in English; any additional European language is a plus. 

This is a hybrid role with a possible location in Madrid or Valencia, Spain. Please note that relocation and visa support are not provided for this position.

Monthly gross salary: €1,975 - €2,125
Job Level: IC1
Learn more about our career development framework here.

In this role, you will:

• Work in rotating shifts (including evenings and weekends) to keep our Guest Success team running like clockwork.

• Turn first-time visitors into loyal Bob W fans while collecting feedback that helps us shine even brighter.

• Spot opportunities for product improvements and make your voice heard.

• Share your brilliant ideas to raise the bar on our service quality.

• Help guests feel heard and cared for - whether that’s over the phone, by email, or in chat.

• Team up with colleagues across departments to create an unforgettable guest experience while keeping our daily processes smooth and efficient.

• Live by our golden rule: “When in doubt, do better for the guest.”

Our 5-star candidate:

• Brings at least one year of experience in hospitality or customer service.

• Thrives in the buzz of a fast-paced environment where no two days are the same - and stays cool while juggling multiple priorities.

• Has top-notch English skills (bonus points if you’ve got another European language up your sleeve).

• Is passionate about making guests happy, going the extra mile to turn good stays into unforgettable ones.

• Tackles tricky situations with a smile and a solution-focused mindset.

• Is tech-friendly and quick to pick up new tools, apps, or systems.

• Adapts easily when priorities shift, always keeping the customer at the heart of what you do.

• Is comfortable working evening shifts and weekends — because our guests need us 24/7, and we’re there for them.

What we offer:

• Flexibility in working during shifts around the clock, including night shifts and weekends.

• The opportunity for hybrid work in Spain.

• Employee stock option plan.

• Unlimited holidays.

• Oliva mental well-being platform access.

• Free nights and discounts at any Bob W location.

• Development and growth opportunities, including a personal learning and development budget.

• Top-notch Apple hardware.

• Sports compensation.

• Voluntary health insurance.

• Smart and highly motivated team.

• A multicultural, diverse, and rewarding work environment.
  

Please note that this position will be closed as soon as a sufficient number of qualified candidates are identified. We encourage interested applicants to submit their applications promptly.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.