Guest Experience Lead – Luxury Hospitality, Madrid

Zuma Restaurants; Madrid; Sur place; EUR 38 000 - 52 000; Plein temps

Avantages offerts par ce poste

World-Class training

Global opportunities

Family meals

Rewards & Recognition

Dining discounts

Résumé du poste

AZUMI MADRID SL, based in Zuma Madrid, is seeking a Guest Experience Manager to lead the guest journey from reservation to farewell. You will foster warm, personalised service for all guests, including VIPs, ensuring a memorable experience that reflects Zuma’s luxury hospitality.

The role requires strong relationships with regular guests and a deep knowledge of Madrid’s luxury dining scene. You will collaborate with Reservations and Front of House to anticipate needs, manage feedback discreetly,

Qualifications

• Previous experience in Guest Relations, Guest Experience, Reservations or similar role within luxury restaurant, hotel or lifestyle environment.
• A warm, confident and engaging personality, with excellent communication skills and experience looking after VIPs and international guests.
• Strong knowledge of Madrid’s luxury hospitality and dining scene, with good commercial awareness and understanding of guest loyalty and retention.
• A highly organised and detail-focused approach, able to remain calm, discreet and professional in a busy environment.
• Strong leadership skills and a genuine passion for hospitality and creating memorable experiences. Fluent English and Spanish are essential; additional languages are a plus.

Responsabilités

• Create a warm, personalised and memorable experience for every guest, from their first interaction to their farewell.
• Build genuine relationships with regular guests, VIPs and key clients, making every visit feel personal and special.
• Use your personal and professional network to attract new guests to Zuma, build new relationships and grow our guest community.
• Work closely with the Reservations and Front of House teams to anticipate guest needs and ensure a seamless experience.
• Handle guest feedback professionally and discreetly, while identifying opportunities to improve guest satisfaction, loyalty and repeat visits.

Connaissances

Guest relations

VIP guests

Spanish language

English language

Hospitality leadership

Description du poste

AZUMI MADRID SL, based in Zuma Madrid, is seeking a Guest Experience Manager to lead the guest journey from reservation to farewell. You will foster warm, personalised service for all guests, including VIPs, ensuring a memorable experience that reflects Zuma’s luxury hospitality.

The role requires strong relationships with regular guests and a deep knowledge of Madrid’s luxury dining scene. You will collaborate with Reservations and Front of House to anticipate needs, manage feedback discreetly,