Guest Experience & Hospitality Operations Lead

Ukio; Barcelona; Presencial; EUR 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Health Insurance with ALAN

Flexible retribution with Payflow

UKIO Anniversary gift

Team buildings and office events

Transportation card (travel needs)

Fruit, snacks, coffee/tea, and popcorn

Descripción de la vacante

Ukio is seeking a Hospitality Customer Experience lead in Barcelona to own the guest experience across a defined portfolio of apartments. This role goes beyond traditional support, balancing guest satisfaction with operational performance and portfolio results.

You will make autonomous decisions affecting service quality, property uptime, and business outcomes, working cross-functionally to maintain high standards. Weekend work is required.

Formación

• 3–5 years of experience in hospitality, operations management, property management, or customer-facing roles.
• Analytical mindset with ability to solve problems using data.
• Proven ownership of KPIs and cross-team collaboration.

Responsabilidades

• Act as the main point of contact for all guest-related cases, ensuring fast, empathetic, and effective resolution.
• Oversee the full guest journey - from check-in to post check-out - maintaining Ukio’s high service standards.
• Take full ownership of your portfolio, monitoring operational performance and proactively addressing risks.
• Use data and internal dashboards to analyze metrics and implement improvements in guest experience and operational efficiency.
• Lead post-case reviews and implement long-term solutions to recurring issues.
• Partner closely with internal teams (Operations, Sales, Property Management and Quality) to ensure seamless coordination and enhance overall service.
• Monitor and control budget and operational KPIs to ensure sustainable performance.

Conocimientos

Analytical mindset

KPI ownership

Cross-team collaboration

Multilingual EN/FR/ES

CRM experience

Herramientas

Zendesk

HubSpot

Salesforce

Descripción del empleo

Ukio is seeking a Hospitality Customer Experience lead in Barcelona to own the guest experience across a defined portfolio of apartments. This role goes beyond traditional support, balancing guest satisfaction with operational performance and portfolio results.

You will make autonomous decisions affecting service quality, property uptime, and business outcomes, working cross-functionally to maintain high standards. Weekend work is required.