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.

Highest-signal resume keywords

Hospitality Experience

Operations Management

KPI Ownership

Data Analysis

CRM Tools Experience

ATS Optimization Keywords Hard Skills

Operations Management

Data Analysis

KPI Monitoring

Problem Solving

Portfolio Management

Soft Skills

Empathy

Detail-Oriented

Excellent Communication

Independent Management

Collaboration

Industry Keywords

Guest Experience

Property Management

Customer-Facing Roles

Operational Performance

Dynamic Environments

Tools & Technologies

CRM Tools

Zendesk

HubSpot

Salesforce

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📌 Customer Experience, French Speaker (Madrid)
🏢 Jobtailor
📍 Madrid