Customer Experience Manager – Hotel Barceló Margaritas

About the role

The Hotel Barceló Margaritas is seeking a Customer Experience Manager to ensure guest satisfaction and drive continuous improvement in service quality. You will act as the bridge between guests, hotel staff, and internal departments, fostering a positive and loyal guest experience.

Key responsibilities

• Assess guest satisfaction through interviews and analysis of recent questionnaires.
• Resolve issues that affect guest satisfaction during their stay.
• Perform operational tasks to stay connected with staff and understand daily processes.
• Evaluate department equipment, its quantity and condition.
• Identify, record, and follow up on complaints or claims with relevant departments until resolution.
• Provide relevant guest information to other departments, especially for special guests or critical situations.
• Promote the sale of additional services and products.
• Project a positive image that encourages 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 within the hotel sector.
• High proficiency in English; additional languages are a plus.
• Strong organizational, planning, and self‑management abilities.
• Excellent communication, analytical, and synthesis skills.
• Flexibility to adapt to changing needs.

Required skills

• Office software (word processing, spreadsheets, presentations).
• Customer Relationship Management (CRM) systems.
• Knowledge of ISO quality standards.

What we offer

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