We're hiring: Global Guest Experience Manager based in Spain.

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At Aqua Expeditions, we are passionate about providing exceptional levels of service to our guests. We take pride in pampering our guests and ensuring that their time with us creates a trip of a lifetime. The Aqua experience is carefully curated by a team of talented individuals — from onboard crew to reservations staff — who work behind the scenes to guarantee smooth sailing. We are always on the lookout for new team players who share our passion and expertise, to ensure a world-class travel experience.

Our Vision: To create and deliver unique and authentic once-in-a-lifetime experiences so that our guests can have enriching memories to cherish for a lifetime.

Our Mission: Aqua Expeditions offers customized luxury travel experiences aboard vessels of elegant, contemporary design, centered around immersive culture and wildlife excursions unique to each location, award-winning cuisine by renowned chefs, personalized guest service, and a commitment to community, sustainability and preservation.

4 CORE VALUES:

A: We value AUTHENTICITY, believing in the unique talents of each individual and the importance of integrity.

Q: We aim for QUALITY, emphasizing a service-oriented approach and shared knowledge.

U: We believe in UNITY, and prioritize effective teamwork.

A: We hold deep ADMIRATION and respect for our environment, collaborating closely with local communities to foster responsible practices that protect and conserve nature.

Sounds great – what's the role in a nutshell?

- The Global Guest Experience Manager leads the team of Guest Relations Coordinators (GRCs), serving as a strategic and operational cornerstone in delivering a personalized, seamless guest experience from pre-departure to post-expedition. This role is key to enhancing satisfaction and loyalty through digital innovation, operational precision,



and a deep commitment to service excellence in the luxury expedition cruise sector.
- The idóneo candidate is a multilingual hospitality professional with a strong background in luxury tourism operations and reservations, possessing a keen eye for process optimization, guest satisfaction and digital transformation.

Must have full professional fluency in English and Spanish.

Your passion is:

Leadership & Team Management

- Supervise, support, and develop the Guest Relations Coordinator team, ensuring consistency and excellence in guest interaction.
- Establish performance metrics and provide coaching and training focused on high-end guest service and operational efficiency.
- Lead by example in delivering exceptional service and maintaining professional communication. Fluency in English and Spanish is required; French is desirable.

Digital Process Innovation

- Champion automation and digital solutions to streamline workflows and improve guest satisfaction and team efficiency.

Guest Experience Strategy

- Design and implement guest engagement strategies pre- and post-cruise to boost brand loyalty and satisfaction.
- Handle escalated guest feedback or complaints with empathy and efficiency, ensuring all issues are logged and addressed in the CRM.

Cross-Departmental Collaboration

- Liaise regularly with Operations, Sales, and Reservations to ensure a seamless transition and communication of guest needs.
- Coordinate special guest requests or customizations, ensuring feasibility, follow-up, and premium delivery.

What are we looking for?

- Bachelor's Degree in Tourism, Hospitality Management, or related field. Master's Degree is preferred.
- Minimum 5 years in guest relations, luxury tourism operations, or upscale hospitality, including team leadership experience.
- Ability to work remotely, while maintaining excellent communication and alignment with global teams across different time zones.
- Must have full professional fluency in English and Spanish, proficiency in French is appreciated. xcskxlj
- This role is offered under an Independent Contractor Agreement.

📌 Global Guest Experience Manager (Madrid)
🏢 Aqua Expeditions
📍 Madrid