Guest Experience Manager
hace 2 días
Barcelona
About Olala! Hospitality Group Olala! is a fast-growing hospitality group committed to delivering exceptional, seamless experiences to guests across our properties. We combine the warmth of personalized service with smart technology to redefine modern hospitality — at scale. Job Summary We are seeking a customer-obsessed Guest Experience Manager to own and optimize the end-to-end guest experience across our digital and physical touchpoints. You will be responsible for understanding guest behaviors, identifying friction points, and designing seamless, data-driven solutions that enhance satisfaction, engagement, and loyalty. This is a strategic yet hands-on role that sits at the intersection of operations, technology, and service design — ideal for someone who thrives on turning guest insights into meaningful improvements. Key Responsibilities Guest Journey Mapping Analyze and document the full guest lifecycle, identifying key moments of truth across discovery, booking, pre-arrival, stay, and post-visit phases. Translate journey maps into actionable improvement roadmaps. Experience Optimization Collaborate with cross-functional teams — including Operations, Marketing, UX, and frontline staff — to improve touchpoints through digital tools, personalization, automation, and service design best practices. Feedback Loop Management Leverage guest feedback channels (surveys, OTA reviews, NPS, social listening, direct communications) to uncover insights, track trends, and prioritize experience improvements. Tech Stack Management Oversee and optimize the use of property and guest management platforms — including SuiteOP, Guesty, ConduIT, and Breezeway — ensuring these tools are configured and used to their full potential to streamline operations and elevate the guest journey. Data-Driven Decision Making Monitor guest behavior patterns, satisfaction scores, funnel performance, and operational KPIs using analytics tools. Present findings and recommendations to leadership on a regular basis. Cross-Channel Consistency Ensure a coherent and consistent guest experience across all channels: website, mobile, in-property communications, OTA platforms, and customer support. Innovation & Market Research Stay current with emerging hospitality technologies, guest experience trends, and competitor practices to continuously introduce features and initiatives that delight guests and drive loyalty. Requirements • Bachelor's degree in Business, Hospitality, Product Management, or a related field., • 3–5 years of experience in Guest Experience, CX/UX, or service design — ideally within hospitality, short-term rentals, or travel industries., • Strong analytical skills with hands-on experience in data tools (e.g., Google Analytics, Amplitude, Looker, or similar)., • Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams., • Proven track record of delivering customer-focused solutions in a fast-paced environment., • Genuine empathy for guests and a passion for delivering exceptional service at scale. Preferred Qualifications • Hands-on experience with hospitality tech platforms, particularly SuiteOP, Guesty, ConduIT, and/or Breezeway., • Background in UX research, service design methodologies, or human-centered design., • Familiarity with CRM platforms and customer lifecycle marketing strategies., • Bilingual or multilingual proficiency (English + Spanish required; additional languages a plus)., • Experience working in a multi-property or short-term rental environment. Diversity and Sustainability At Olala! we take pride in cultivating a vibrant and inclusive work environment that celebrates individuality and diversity. We believe that these are invaluable assets that fuel innovation, foster creativity and drive our overall success. Additionally, we believe in taking action towards curving the impact that our company has on its environments. This includes implementing energy efficient practices and engaging in community projects that promote cultural preservation among others actions. We look forward to receiving your application! For more information about Olala! visit !
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