Responsable de Experiencia Cliente - Margaritas

About the role

The Customer Experience Manager will ensure guest satisfaction at Barceló Margaritas by monitoring feedback, resolving issues, and promoting a positive brand image. You will work closely with operational teams and front‑line staff to understand guest needs and improve service quality.

Key responsibilities

• Measure and analyse guest satisfaction levels through interviews and questionnaire reviews.
• Identify, address and follow up on complaints, coordinating with relevant departments until resolution.
• Provide special guest information and relevant alerts to other departments.
• Promote additional services and products to enhance revenue.
• Conduct operational tasks to stay in contact with staff and understand daily processes.
• Assess department equipment quantity and condition.

Required profile

• Degree in Tourism, Marketing or related field with specific training in tourism quality.
• Minimum 2 years of customer service and quality experience in 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 and ability to work in a dynamic environment.

Required skills

• CRM systems
• ISO quality standards
• Microsoft Office (office automation)

What we offer

• Flexible and collaborative work environment
• Opportunities for professional growth within a global hotel group