- 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
- Take full ownership of an assigned portfolio of Ukio apartments
- Monitor operational performance and proactively address 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 with Operations, Sales, Property Management and Quality teams
- Monitor and control budget and operational KPIs
- Make autonomous decisions impacting service quality, property uptime, and portfolio results
- Work weekends
Requirements
- 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, French and Spanish
- Additional Portuguese is 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)
- Ability to work weekends
Core Competencies
Demonstrates strong ownership of guest experience and operational efficiency through data analysis and cross-team collaboration. Proficient in managing multiple priorities while ensuring exceptional service quality in a dynamic hospitality environment.