Descripción de la oferta
Company Description
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Hotel Miramar Barcelona 5* GL es un establecimiento lujoso e histórico que ofrece una combinación de classicismo e innovación. Originalmente construido para la Exposición Universal de 1929 y posteriormente remodelado en 2006 por el reconocido arquitecto Oscar Tusquets Blanca. Actualmente, el Hotel Miramar Barcelona está llevando a cabo un proceso de renovación integral, concebido para elevar su legado a nuevas alturas de excelencia. Esta meticulosa transformación reimagina la propiedad con una visión renovada de lujo contemporáneo al tiempo que honra su esencia histórica. El hotel está programado para relanzarse en marzo de 2026, revelando una experiencia de hospitalidad mejorada definida por una elegancia atemporal, un diseño innovador y una atención al detalle sin compromisos. El hotel fusiona un diseño refinado con lujo moderno. Situado en la montaña de Montjuïc, el hotel cuenta con vistas impresionantes del mar Mediterráneo y el horizonte de Barcelona. Con sus jardines impresionantes, interiores elegantes y encanto histórico, el Hotel Miramar Barcelona ofrece un retiro extraordinario para los huéspedes que buscan comodidad y perfección estética.
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.
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