Global Guest Experience Manager

About the role

Aqua Expeditions is hiring a Global Guest Experience Manager based in Spain. The role leads the team of Guest Relations Coordinators and delivers a personalized, seamless guest experience from pre-departure to post-expedition, combining digital innovation, operational precision and service excellence in the luxury expedition cruise sector. It is offered under an Independent Contractor Agreement.

Key responsibilities

• Supervise, support and develop the Guest Relations Coordinator team, ensuring consistency and excellence in guest interaction.
• Set performance metrics and coach and train the team on high-end guest service and operational efficiency.
• Lead by example in delivering exceptional service and maintain professional communication.
• Advocate for automation and digital solutions to streamline workflows and improve guest satisfaction and team efficiency.
• Design and implement guest engagement strategies before and after the cruise to strengthen brand loyalty and satisfaction.
• Handle escalated guest feedback or complaints with empathy, logging and resolving them in the CRM.
• Work regularly with Operations, Sales and Reservations to communicate guest needs and coordinate special requests and customizations.

Required profile

• Bachelor's degree in Tourism, Hospitality Management or a related field; Master's degree preferred.
• At least 5 years in guest relations, luxury tourism operations or upscale hospitality, including team leadership experience.
• Full professional fluency in English and Spanish; French is appreciated.
• Ability to work remotely while staying aligned with global teams across different time zones.