Customer Care Manager

Olala!; Barcelona; On-site; EUR 70,000 - 110,000; Full time

Job summary

Olala! seeks a strategic, guest-obsessed Customer Care Manager to lead a team of 4 at our Barcelona HQ. You will safeguard and elevate the guest experience across Hotels, Vacation Rentals, and F&B, guiding strategy, operations, and technology-enabled service excellence.

You will work cross-functionally with Ops, Tech, Sales, Revenue, Marketing, Product and F&B to translate insights into action, optimize performance and foster loyalty across our global portfolio.

Qualifications

• Minimum of 5 years in hospitality, customer care or guest relations.
• At least 2 years of people management experience.
• Experience across hotels and/or vacation rentals; knowledge of F&B operations is a plus.
• Data-driven with experience managing service KPIs and reporting.
• Tech-savvy with experience using PMS, CRM tools, OTA extranets, helpdesk and review systems.
• Excellent communication and interpersonal skills; fluent in English and Spanish; Catalan, French or other languages are a plus.

Responsibilities

• Lead, coach and develop a team of 4 Customer Care agents; set objectives and conduct performance reviews.
• Define end-to-end guest journey strategy across Hotels, Vacation Rentals and F&B.
• Ensure 24/7 multichannel guest support with clear response times.
• Develop scalable Customer Care processes and SOPs for each business line.
• Own guest satisfaction KPIs and drive improvement with data and insights.
• Act as escalation point for high-impact guest cases and root-cause analysis.
• Partner with Tech/Product to evolve guest-facing tools and workflows.
• Coordinate with Hotel Front Office, Vacation Rental Operations and F&B for seamless experiences.
• Own reservations flow and improve response time and guest experience.
• Analyze guest feedback and communicate insights to leadership with concrete improvements.
• Collaborate with Marketing & Revenue on loyalty initiatives rooted in guest behavior.
• Conduct trainings on service excellence and complaint handling.
• Monitor industry trends to stay ahead of guest expectations.

Skills

Team leadership

Customer care

Hospitality operations

KPI reporting

Cross-functional collaboration

PMS/CRM tools

English

Spanish

Tools

PMS

CRM tools

OTA extranets

Helpdesk systems

AI tools/workflows

Job description

About Olala!

Olala! is an international hospitality and real estate group, developing, owning, and operating hotels, vacation rentals, and food & beverage concepts worldwide.

Since 1996, we have built a presence in 17 cities worldwide, combining global expertise with local insight. Our mission is to deliver smart, technology-driven, and design-forward accommodations that meet the needs of today’s traveler while upholding the highest standards of service.

Your role

We are looking for a strategic, guest-obsessed Customer Care Manager to join our headquarters in Barcelona and lead a team of 4 Customer Care professionals and an externalized team. You will safeguard and elevate the guest experience worldwide across our three business lines: Hotels, Vacation Rental units and Food & Beverage outlets.

This is a senior, people-leadership role for someone with strong operational sensibility, a passion for hospitality, and a proven ability to connect strategy, technology and service excellence.

You will own the full guest experience lifecycle — from pre-booking to post-stay — ensuring every touch point is intentional, frictionless and aligned with our brand DNA, whether the guest is staying in one of our hotels, an apartment or dining in one of our restaurants.

You will work cross-functionally with Ops, Tech, Sales, Revenue, Marketing, Product and F&B teams to translate guest insights into action, optimize performance, and foster long-term loyalty.

Your Journey

• Lead, coach and develop a team of 4 Customer Care agents based in the Barcelona office: set objectives, plan shifts and coverage, run 1:1s and performance reviews, and build a strong service culture.

• Lead the end-to-end guest journey strategy across Hotels, Vacation Rentals and F&B, defining key moments, pain points and opportunities for delight in every brand and destination.

• Ensure 24/7 multichannel guest support (phone, email, chat, WhatsApp, OTA messaging) with clear response and resolution time standards.

• Develop and implement scalable Customer Care processes and SOPs adapted to each business line, ensuring consistency, efficiency and excellence in every market.

• Own guest satisfaction KPIs (NPS, online reviews and ratings on Google, TripAdvisor, Booking.com and Airbnb, FCR, FRT, complaint resolution time, repeat rate) and drive continuous improvement based on data and qualitative insights.

• Act as the senior escalation point for high-impact guest cases, compensations and incidents, and lead root-cause analysis to avoid recurrences.

• Partner with Tech/Product to design and evolve guest-facing tools (guest app, automated communications, CRM, chatbots, feedback loops, AI tools).

• Work closely with Hotel Front Office, Vacation Rental Operations (check-in, housekeeping, maintenance) and F&B managers to ensure a seamless experience across all touch points.

• Own reservations flow, improve response time, efficiency and guest experience for new reservations, existing ones and extensions.

• Analyze guest feedback trends and communicate customer insights and pain points to the leadership team, proposing concrete improvements and following up on their implementation.

• Collaborate with Marketing & Revenue on targeted initiatives (upselling, cross-selling of F&B services, retention and loyalty) rooted in guest behavior.

• Conduct trainings and workshops for Customer Care and local operations teams on service excellence, tone of voice and complaint handling.

• Monitor and benchmark guest experience trends, both internally and across the industry, to keep us ahead of guest expectations.

What do you bring to your trip

• Minimum of 5 years of experience in hospitality, customer care or guest relations, including at least 2 years managing teams.

• Experience across hotels and/or vacation rentals; knowledge of F&B operations is a strong plus.

• Proven leadership skills: ability to motivate, develop and organize a team in a fast-paced, multi-property environment.

• Data-driven mindset with experience managing service KPIs and reporting.

• Tech-savvy with experience using PMS, AI tools &workflows, CRM tools, OTA extranets, helpdesk and review management systems.

• Excellent communication and interpersonal skills, with high emotional intelligence and conflict resolution ability.

• Strong problem-solving, organizational and multitasking skills.

• Fluent in English & Spanish; Catalan, French or other languages are a plus.

• Availability to work from our Barcelona office.

Diversity and Sustainability

At Olala! We take pride in cultivating a vibrant and inclusive work environment that celebrates individuality and diversity.

We believe that these are invaluable assets that fuel innovation, foster creativity and drive our overall success.

Additionally, we believe in taking action towards curbing the impact that our company has on its environments. This includes implementing energy efficient practices and engaging in community projects that promote cultural preservation, among other actions.