Guest Experience Lead - Operations & Data

Ukio

Barcelona

On-site

EUR 42,000 - 60,000

Full time

8 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Private Health Insurance with ALAN

Flexible compensation with Payflow

Ukio anniversary gift

Team-building activities and office/p<

Job summary

Ukio in Barcelona is seeking a Guest Experience Manager to own the guest journey across a defined portfolio of Ukio apartments. You will balance guest satisfaction, operational reliability, and business performance, making autonomous decisions that impact service quality and portfolio results.

This role requires weekend work and collaboration with Operations, Sales, Property Management and Quality to maintain high standards.

Qualifications

3–5 years in hospitality or operations roles.
Analytical mindset with data-driven decisions.
Strong KPI ownership and cross-team collaboration.
Excellent English and Spanish communication.
Experience with CRM or case management tools.

Responsibilities

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.