Hospitality Customer Experience (Back Office)
On-siteBarcelona, Catalonia, Spain
Job Summary
Manage guest experience and operational performance for a portfolio of Ukio apartments by acting as the primary contact for all guest-related cases and overseeing the full journey from check-in to post-check-out. Monitor operational KPIs using internal dashboards to analyze metrics, implement improvements, and proactively address risks that impact service quality and property uptime. Lead post-case reviews to resolve recurring issues and partner with cross-functional teams including Operations, Sales, and Property Management to ensure seamless coordination. Control budgets and deliver on the mission of making people feel at home anywhere while making autonomous decisions that directly impact portfolio results.
Required Qualifications
- 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 Spanish
- 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)
Desired Qualifications
- Additional French or Portuguese
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