Guest Experience Manager

Mandarin Oriental, Barcelona is looking for a Guest Experience Manager to join our Rooms Division team.

Are you passionate about creating memorable experiences? Do you thrive when working closely with guests, ensuring every detail of their stay exceeds expectations? Do you inspire teams through integrity, empathy, and service excellence? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Barcelona is an exclusive 5-star hotel located on Paseo de Gracia, home to historic modernist works and architectural gems by Gaudí. The hotel features 120 rooms (28 suites), uniquely decorated by Patricia Urquiola. Guests enjoy Michelin-starred gastronomy, vibrant cocktail bars, lush gardens, a relaxing pool terrace, and a world-class Spa.

About the Job

Based at Mandarin Oriental, Barcelona within the Rooms Division, the Guest Experience Manager is responsible for overseeing the guest journey, ensuring the highest levels of satisfaction and personalized service. Reporting directly to the Director of Rooms, this role acts as the key liaison between guests and the hotel teams, anticipating needs and resolving issues with elegance and discretion.

As Guest Experience Manager, you will be responsible for:

• Welcoming and engaging with guests throughout their stay, ensuring a seamless and memorable experience.

• Anticipating guest needs, resolving complaints, and exceeding expectations at every opportunity.

• Coordinating with all departments (Front Office, Housekeeping, F&B, Spa) to personalize the service journey.

• Monitoring guest feedback (surveys, reviews, direct comments) and implementing improvement strategies.

• Training, coaching, and inspiring the Guest Relations team to deliver legendary service.

• Acting as an ambassador of Mandarin Oriental values and luxury standards.

What We Expect from You

• Strong interpersonal and problem-solving abilities.

• Excellent knowledge of luxury hotel operations and guest service standards.

• Highly responsible, reliable, and detail-oriented.

• Ability to remain calm, courteous, and solution-focused under pressure.

• A collaborative mindset, working seamlessly with multicultural teams.

• Minimum of 2 years of experience in luxury hospitality, ideally in Guest Relations or similar role.

• Fluent in English and Spanish; additional languages are an advantage.

Our Commitment to You

• Learning & Development: Tailored training programmes to support your growth and career progression.

• MOstay: Complimentary nights and attractive rates at Mandarin Oriental properties worldwide.

• Health & Wellness: A variety of benefits and wellness programmes to support work-life balance.

Benefits at Mandarin Oriental, Barcelona

• Staff canteen with varied menus.

• Access to our learning platform with a wide range of courses.

• Laundry service for uniforms.

• A young, dynamic, and multicultural working environment.

• Complimentary stays and special staff rates.

• Coffee corner available at all times.

• Electric scooter & bike parking.

• Regular staff events, team buildings, and celebrations.

• Free weekly physiotherapy sessions.

• Birthday leave day.

• Career growth opportunities within the group.

Mandarin Oriental is an equal opportunities employer. We value individuality, diverse perspectives, and unique backgrounds.

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