Hospitality Guest Experience (French Speaker)

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

We are one of the most promising startups of 2025 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Paris and Milan. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well.

Ukio's mission is to empower individuals to live where they want, when they want. We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere.

Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets. We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals.

Our culture |

We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.

Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?

Role |

As a hospitality customer experience, you will own the guest experience and operational performance of a defined portfolio of Ukio apartments. This is not a traditional support or call-center role. You will operate managing your assigned units, balancing guest satisfaction, operational reliability, and business performance. You will make autonomous decisions that directly impact service quality, property uptime, and portfolio results. You will work cross-functionally to ensure high standards, resolve complex issues, and deliver on Ukio’s promise of making people feel at home anywhere. This position requires working weekends.

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.

About you |

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

Ukio's life benefits |

• Private Health Insurance with ALAN
• Flexible retribution with Payflow
• UKIO Anniversary gift
• Team buildings and office events
• Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
• Fuel your day with fruit, nutrition bars, bottomless coffee/tea, and popcorn whenever you need a boost
• An amazing internal culture and no dress code!
• International working environment with many different nationalities!

Ukio's culture promotes and values each individual's contribution. Diversity and inclusion, it’s a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution

We look forward to receiving your application!