Guest Experience Manager — European Rentals

Ukio; Barcelona; Presencial; EUR 40.000 - 58.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Health Insurance

Flexible pay

Team events

Transport card

Coffee & snacks

No dress code

International team

Descripción de la vacante

Ukio in Barcelona is seeking a hospitality customer experience lead to own the guest journey and the operational performance of a defined portfolio of Ukio apartments. You will balance guest satisfaction, reliability, and business results, making autonomous decisions that impact service quality and portfolio uptime.

You will work cross‑functionally with Operations, Sales, Property Management and Quality teams.

Formación

• 3–5 years in hospitality, operations, property management or customer-facing roles.
• Analytical mindset with ability to solve problems using data.
• Proven ownership of KPIs and cross-team collaboration.
• Excellent communication in English and French; Portuguese/Spanish a plus.
• Comfortable managing multiple priorities independently in dynamic environments.
• Empathetic, detail-oriented and committed to guest experiences.
• Experience with CRM or case management tools (Zendesk, HubSpot, Salesforce).

Responsabilidades

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

Conocimientos

Hospitality operations

Data-driven problem solving

KPI ownership

Cross-functional collaboration

CRM tools

Herramientas

Zendesk

HubSpot

Salesforce

Descripción del empleo

Ukio in Barcelona is seeking a hospitality customer experience lead to own the guest journey and the operational performance of a defined portfolio of Ukio apartments. You will balance guest satisfaction, reliability, and business results, making autonomous decisions that impact service quality and portfolio uptime.

You will work cross‑functionally with Operations, Sales, Property Management and Quality teams.