Hospitality Customer Experience – Back Office

Ukio

Hospitality Customer Experience managing guest interactions and ensuring operational performance across Ukio's portfolio of apartments. Collaborating cross-functionally to enhance service standards and achieve guest satisfaction.

Posted 6/4/2026full-timeBarcelona • 🇪🇸 SpainMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Act as the main point of contact for all guest-related cases, ensuring fast, empathetic, and effective resolution.
Oversee the full guest journey - from check-in to post check-out - maintaining Ukio’s high service standards.
Take full ownership of your portfolio, monitoring operational performance and proactively addressing risks.
Use data and internal dashboards to analyze metrics and implement improvements in guest experience and operational efficiency.
Lead post-case reviews and implement long-term solutions to recurring issues.
Partner closely with internal teams (Operations, Sales, Property Management and Quality) to ensure seamless coordination and enhance overall service.
Monitor and control budget and operational KPIs to ensure sustainable performance.

Requirements

What you’ll need

3–5 years of experience in hospitality, operations management, property management, or customer-facing roles.
Analytical mindset with the ability to solve problems using data.
Proven ownership of KPIs and cross-team collaboration.
Excellent communication skills in English and Spanish. Any additional language will be a plus.
Comfortable managing multiple priorities independently in dynamic environments.
Empathetic, detail-oriented, and committed to delivering exceptional guest experiences.
Experience with CRM or case management tools (e.g., Zendesk, HubSpot, Salesforce).

Benefits

Comp & perks

Private Health Insurance with ALAN
Flexible retribution with Payflow
UKIO Anniversary gift
Team buildings and office events
Transportation card *(transportation coverage for role that have traveling needed for their work tasks according to the internal policy)*
Fuel your day with fruit, nutrition bars, bottomless coffee/tea, and popcorn whenever you need a boost
An amazing internal culture and no dress code!
International working environment with many different nationalities!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisoperational performance monitoringKPI managementproblem solving

Soft Skills

communicationempathydetail-orientedownershipcollaborationindependenceprioritization