Customer Experience Manager – 4* Hotel Portinatx, Ibiza

About the role

The Customer Experience Manager will ensure that guests at the 4‑star Barceló Portinatx Hotel enjoy a high level of satisfaction throughout their stay. You will act as the bridge between guests, operational teams and management, turning feedback into actionable improvements.

Key responsibilities

• Monitor and assess guest satisfaction through interviews and questionnaire analysis.
• Resolve issues that affect guest experience during their stay.
• Perform operational tasks to stay connected with staff and understand daily processes.
• Evaluate department equipment in terms of quantity and condition.
• Identify, record and follow up on complaints, coordinating with relevant departments until resolution.
• Provide other departments with information on special guests or notable situations.
• Promote the sale of additional services and products.
• Project a positive image that fosters guest loyalty and brand affinity.

Required profile

• Degree in Tourism, a Master’s in Marketing or a related field, with specific training in tourism quality.
• Minimum 2 years of experience in customer service and quality management within the hotel sector.
• High proficiency in English; other languages are a plus.
• Strong organization, planning and self‑management abilities.
• Excellent communication, analytical and synthesis skills.
• Flexibility and adaptability to a dynamic hospitality environment.

Required skills

• Microsoft Office proficiency.
• Experience with CRM systems.
• Knowledge of ISO quality standards.

What we offer

• A flexible and collaborative work environment within a leading international hotel group.
• Opportunities for professional growth and development.