Guest Experience Manager

Zuma Restaurants; Madrid; On-site; EUR 38,000 - 52,000; Full time

Benefits offered by this job

World-Class training

Global opportunities

Family meals

Rewards & Recognition

Dining discounts

Job summary

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.

Responsibilities

• 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.

Skills

Guest relations

VIP guests

Spanish language

English language

Hospitality leadership

Job description

As a Guest Experience Manager, you will be at the heart of the Zuma guest experience, creating memorable moments from the first reservation to the final farewell. You’ll ensure every guest feels genuinely welcomed and experiences the warmth, energy and exceptional service that define Zuma.

Zuma is a contemporary Japanese restaurant collection, inspired by the dynamic Izakaya dining style. This role will be based in Zuma Madrid. Zuma brings its world-renowned experience to the Spanish capital, featuring an iconic bar with our resident DJ's and our contemporary luxury dining. Zuma Madrid is proud to be part of the Azumi Collection.

Main Duties

Your key responsibilities will include:

• 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.

What We Look For

Our ideal candidate embodies our values and brings:

• Previous experience in Guest Relations, Guest Experience, Reservations or a similar role within a 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 an understanding of guest loyalty and retention.
• A highly organised and detail-focused approach, with the ability 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.

We offer incredible career growth, international opportunities, and the chance to contribute to a world-renowned brand, where every detail from the finest ingredients to our unrivalled atmosphere is crafted to perfection.

As part of our team, you’ll enjoy:

• World-Class training, designed to inspire and educate
• Global opportunities, experience hospitality around the globe with our five incredible brands
• Family Meals are shared daily
• Rewards & Recognition, we value our team and celebrate your contributions to our success with meaningful rewards and recognition
• Dining discount, enjoy exclusive discounts across the Azumi group, worldwide!

Our Commitment to Inclusivity

We are an equal opportunities employer and welcome all applicants. If you require any assistance to make the recruitment process more accessible, please let one of our Talent Acquisition team know.

Company AZUMI MADRID SL is a company committed to ensuring equal treatment and opportunities for women and men, without directly or indirectly discriminating based on gender. In adherence to this commitment as one of its core values, the company has implemented an Equality Plan in accordance with the criteria established in Organic Law 3/2007, of March 22, on effective equality between women and men, and in Royal Decree-Law 6/2019, of March 1, on urgent measures to guarantee equal treatment and opportunities between men and women in employment and occupation. This document was drafted, negotiated, and jointly signed with social representation (the most representative unions and/or RLPTs) in January 2024.