Responsable Expérience Client

About the role

Barceló Hotel Group is looking for a Customer Experience Manager for its Barceló Playa Blanca resort in Lanzarote. You will be responsible for monitoring guest satisfaction, handling feedback, and ensuring a memorable stay for every visitor.

Key responsibilities

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

Required profile

• Degree in Tourism, Master in Marketing or similar; specific training in tourism quality is essential.
• Experience in customer service, preferably within the hospitality sector.
• High level of English; other languages are a plus.
• Strong organisational, planning and self‑management abilities.
• Excellent communication, analytical and synthesis skills.
• Flexibility and adaptability.

Required skills

• Quohotel
• ReviewPro
• Excel

What we offer

• A flexible, collaborative and responsible work environment.
• Opportunity to work with a leading international hotel group.
• Professional development within a award‑winning company.