Guest Experience Director: Hotels, Rentals & F&B

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

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.