Guest Experience

Company Description Hotel Miramar Barcelona 5* GL is a luxurious and historic establishment offering a blend of classicism and innovation. Originally built for the 1929 Universal Exposition and later remodeled in 2006 by renowned architect Oscar Tusquets Blanca. Currently, Hotel Miramar Barcelona is undergoing a comprehensive renovation process, conceived to elevate its legacy to new heights of excellence. This meticulous transformation reimagines the property with a renewed vision of contemporary luxury while honoring its historic essence. The hotel is scheduled to relaunch in March 2026, unveiling an enhanced hospitality experience defined by timeless elegance, innovative design, and an uncompromising attention to detail. The hotel merges refined design with modern luxury. Nestled on Montjuïc mountain, the hotel boasts breathtaking views of the Mediterranean Sea and Barcelona's skyline. With its stunning gardens, elegant interiors, and historical charm, Hotel Miramar Barcelona provides an extraordinary retreat for guests seeking comfort and aesthetic perfection.Role Description This is a full-time, on-site role for a Guest Experience & Concierge Manager located in Barcelona, Spain. The Guest Experience & Concierge Manager is responsible for designing, delivering, and continuously enhancing the end-to-end guest journey, ensuring a personalized, seamless, and luxury-driven experience. The role combines guest relations, concierge services, and experiential strategy, acting as a key brand ambassador and emotional touchpoint between the guest and the hotel. Daily responsibilities include anticipating guest needs, curating bespoke experiences, managing concierge operations, resolving guest feedback proactively, and collaborating closely with all operational departments to exceed guest expectations and reinforce brand positioning.Key Responsibilities and Qualifications Guest Experience Strategy & Service Excellence Design and implement the global Guest Experience strategy aligned with the hotel’s luxury positioning and brand values. Define service standards, personalization protocols, and experiential touchpoints throughout the guest journey (pre-arrival, in-house, post-stay). Ensure consistent delivery of exceptional, memorable, and emotionally engaging experiences.Concierge & Bespoke Experiences Lead and oversee concierge services, curating tailor-made experiences, exclusive access, and local cultural immersion. Build and maintain strong relationships with premium local partners, suppliers, and luxury service providers. Position the concierge service as a key differentiator of the hotel’s value proposition.Guest Satisfaction & Reputation Management Monitor guest satisfaction KPIs, online reviews, and feedback platforms. Proactively manage guest incidents, complaints, and service recovery with empathy and professionalism. Translate guest feedback into actionable improvements and service innovation.Leadership & Team Development Lead, train, and inspire the Guest Experience and Concierge teams. Foster a culture of service excellence, emotional intelligence, and proactive hospitality. Implement ongoing coaching, performance reviews, and individual development plans.Cross-Department Coordination Work closely with Front Office, Housekeeping, F&B, Sales, and Marketing to ensure a seamless guest journey. Align guest preferences, special requests, and VIP profiles across departments. Support Sales and Marketing initiatives through experiential storytelling and guest insights.Personalization, CRM & Guest Intelligence Ensure effective use of CRM tools to capture guest preferences, profiles, and history. Drive personalization strategies based on guest data, segmentation, and behavioral insights. Collaborate with Marketing to enhance loyalty, repeat business, and emotional brand connection.