Customer Experience Manager

About the role

Barcelo Santa Cruz Contemporáneo is looking for a Customer Experience Manager to ensure guest satisfaction and drive continuous improvement across the hotel. You will act as the bridge between guests, operational teams and senior management, turning feedback into actionable solutions.

Key responsibilities

• Measure and analyse guest satisfaction through interviews and questionnaire studies.
• Resolve issues that affect guest experience during their stay.
• Perform operational tasks to stay connected with staff and understand daily processes.
• Assess department equipment quantity and condition.
• Identify, log and follow up on complaints, coordinating with relevant departments until resolution.
• Provide relevant guest information to other departments.
• Promote sales of additional services and products.
• Project a positive image that fosters guest loyalty.

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 level of English; other languages are a plus.
• Strong organisational, planning and self‑management abilities.
• Excellent communication, analytical and synthesis skills.
• Flexibility to adapt to changing demands.

Required skills

• Office software (e.g., Microsoft Office)
• Customer Relationship Management (CRM) tools
• Knowledge of ISO standards related to hospitality

What we offer

• A flexible and collaborative work environment.
• Opportunity to grow within a leading international hotel group.
• Exposure to a multicultural team and continuous professional development.