Guest Experience Manager – Customer Satisfaction

About the role

We are looking for a Guest Experience Manager to ensure high levels of guest satisfaction at our Barceló hotel in Málaga. You will act as the bridge between guests, operational teams and management, identifying issues and driving improvements.

Key responsibilities

• Monitor and assess guest satisfaction through interviews and questionnaire analysis.
• Resolve guest issues that affect their stay and follow up with relevant departments.
• Conduct operational tasks to stay connected with staff and understand daily processes.
• Evaluate department equipment quantity and condition.
• Handle complaints, disseminate information and ensure resolution.
• Provide special guest information to other departments.
• Promote sales of additional services and products.
• Project a positive image to foster guest loyalty.

Required profile

• Degree in Tourism, Marketing or related field with specific training in tourism quality.
• At least 2 years of customer‑service and quality experience in the hotel sector.
• High level of English; other languages are a plus.
• Strong organization, self‑management and communication abilities.
• Analytical and synthesis skills with flexibility.

Required skills

• Proficiency with CRM systems.
• Competence in Microsoft Office (Word, Excel, PowerPoint).

What we offer

• Flexible and collaborative work environment.
• Opportunity to grow within a leading international hotel group.