Global Guest Experience Manager

Aqua Expeditions; Madrid; À distance; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Aqua Expeditions is seeking a Global Guest Experience Manager based in Spain to lead the Guest Relations team and drive a first-class guest journey from pre-departure to post-expedition. The role focuses on leadership, digital transformation, and delivering exceptionally personalized service in the luxury cruise sector.

Ideal candidates will have 5+ years in luxury hospitality, strong multilingual capabilities (EN/ES; FR a plus), and proven ability to optimize processes and guest satisfaction

Qualifications

• Bachelor’s Degree in Tourism, Hospitality Management, or related field.
• Minimum 5 years in guest relations, luxury tourism operations, or upscale hospitality, including team leadership.
• Ability to work remotely with cross-time-zone communication.
• Full professional fluency in English and Spanish; French is appreciated.

Responsabilités

• Lead the Guest Relations Coordinator team, setting performance metrics and coaching for premium service.
• Champion automation and digital solutions to streamline workflows and improve guest satisfaction.
• Design and implement guest engagement strategies pre- and post-cruise to boost loyalty and satisfaction.
• Collaborate with Operations, Sales, and Reservations to ensure seamless guest experiences across departments.

Connaissances

Leadership & Team Management

Digital Transformation

Guest Experience

Hospitality Operations

English Fluency

Spanish Fluency

French (Desirable)

Formation

Bachelor’s Degree in Tourism/Hospitality

Master’s Degree Preferred

Outils

CRM software

Description du poste

We’re hiring: Global Guest Experience Manager based in Spain.

At Aqua Expeditions, we are passionate about providing exceptional levels of service to our guests. We take pride in pampering our guests and ensuring that their time with us creates a trip of a lifetime. The Aqua experience is carefully curated by a team of talented individuals — from onboard crew to reservations staff — who work behind the scenes to guarantee smooth sailing. We are always on the lookout for new team players who share our passion and expertise, to ensure a world-class travel experience.

Our Vision: To create and deliver unique and authentic once-in-a-lifetime experiences so that our guests can have enriching memories to cherish for a lifetime.

Our Mission: Aqua Expeditions offers customized luxury travel experiences aboard vessels of elegant, contemporary design, centered around immersive culture and wildlife excursions unique to each location, award-winning cuisine by renowned chefs, personalized guest service, and a commitment to community, sustainability and preservation.

4 CORE VALUES:

A: We value AUTHENTICITY, believing in the unique talents of each individual and the importance of integrity.

Q: We aim for QUALITY, emphasizing a service-oriented approach and shared knowledge.

U: We believe in UNITY, and prioritize effective teamwork.

A: We hold deep ADMIRATION and respect for our environment, collaborating closely with local communities to foster responsible practices that protect and conserve nature.

Sounds great – what’s the role in a nutshell?

• The Global Guest Experience Manager leads the team of Guest Relations Coordinators (GRCs), serving as a strategic and operational cornerstone in delivering a personalized, seamless guest experience from pre-departure to post-expedition. This role is key to enhancing satisfaction and loyalty through digital innovation, operational precision, and a deep commitment to service excellence in the luxury expedition cruise sector.

• The ideal candidate is a multilingual hospitality professional with a strong background in luxury tourism operations and reservations, possessing a keen eye for process optimization, guest satisfaction and digital transformation.

Must have full professional fluency in English and Spanish.

Your passion is:

Leadership & Team Management

• Supervise, support, and develop the Guest Relations Coordinator team, ensuring consistency and excellence in guest interaction.
• Establish performance metrics and provide coaching and training focused on high-end guest service and operational efficiency.
• Lead by example in delivering exceptional service and maintaining professional communication. Fluency in English and Spanish is required; French is desirable.

Digital Process Innovation

• Champion automation and digital solutions to streamline workflows and improve guest satisfaction and team efficiency.

Guest Experience Strategy

• Design and implement guest engagement strategies pre- and post-cruise to boost brand loyalty and satisfaction.
• Handle escalated guest feedback or complaints with empathy and efficiency, ensuring all issues are logged and addressed in the CRM.

Cross-Departmental Collaboration

• Liaise regularly with Operations, Sales, and Reservations to ensure a seamless transition and communication of guest needs.
• Coordinate special guest requests or customizations, ensuring feasibility, follow-up, and premium delivery.

What are we looking for?

• Bachelor’s Degree in Tourism, Hospitality Management, or related field. Master’s Degree is preferred.
• Minimum 5 years in guest relations, luxury tourism operations, or upscale hospitality, including team leadership experience.
• Ability to work remotely, while maintaining excellent communication and alignment with global teams across different time zones.
• Must have full professional fluency in English and Spanish, proficiency in French is appreciated.
• This role is offered under an Independent Contractor Agreement.