Guest Experience Manager – Hotel Operations

About the role

The Guest Experience Manager will ensure high levels of guest satisfaction at Barceló Fuerteventura Castillo. You will act as a bridge between guests, operational teams and management, identifying opportunities to improve the overall stay experience.

Key responsibilities

• Conduct guest satisfaction surveys and interviews to gauge service quality.
• Analyze recent questionnaire data and identify trends.
• Resolve guest issues promptly to maintain satisfaction during their stay.
• Work across operational areas to understand daily processes and staff interaction.
• Assess department equipment quantity and condition.
• Handle complaints and claims, coordinating with relevant departments until resolution.
• Inform other departments about special guests or notable situations.
• Promote additional services and products to guests.
• Project a positive image that fosters guest loyalty.

Required profile

• Degree in Tourism, Marketing or related field; specific training in tourism quality is essential.
• Minimum 1 year of customer service or quality experience in the hotel sector.
• High level of English; other languages are a plus.
• Strong organizational, planning and self‑management abilities.
• Excellent communication, analytical and synthesis skills.
• Flexibility and ability to work in a dynamic environment.

Required skills

• CRM systems
• ISO quality standards
• Microsoft Office suite

What we offer

• Opportunity to work in a flexible, collaborative and responsible environment.