Kimpton Vividora Barcelona

Posted

Guest Experience Supervisor - Kimpton Vividora Barcelona 5*

About the job

What’s the Job?

As Guest Experience Supervisor, you’ll be supporting the department in all required areas, including handling VIP reservations, guiding guests and being a Kimpton ambassador.

You’ll report to the Rooms Division Manager.

Your day-to-day

· Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests.

· Monitor guest feedback platforms (TrustYou, TripAdvisor, Google, etc.) to identify trends and coordinate improvement actions with relevant departments.

· Manage guest complaints with empathy and professionalism, ensuring timely resolution and effective service recovery.

· Conduct regular quality checks in guest rooms (VIP and randomly selected) to verify cleanliness, maintenance, and brand compliance.

· Ensure all public areas and outlets (lobby, rooftop, Social Hour, restaurant, wellness, etc.) meet Kimpton’s standards in cleanliness, ambiance, music, lighting, and scent.

· Strategically assign room allocations to enhance guest experience and support upselling opportunities.

· Coordinate special requests and luxury agency bookings (Virtuoso, Signature, etc.), ensuring personalized and detailed service.

· Be consistently present in guest-facing areas, engaging authentically with guests and enhancing emotional connection — especially during key moments such as Social Hour.

· Respond to online reviews with a warm, personalized tone that reflects the brand’s voice and values.

· Support the Front Office and Housekeeping teams by sharing feedback, identifying service gaps, and participating in service training and quality initiatives.

What we need from you

Bachelor’s degree in hospitality or related field.
2+ years’ experience working in Guest Relations department.
Must be fluent in local language and English, additional languages will be highly valuable.
Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service.
Opera PMS knowledge will be valuable.

What to expect from us

· Discounted international room rates.

Room for professional growth in one of the largest hospitality companies.
Training programmes and access to IHG’s training tool.
Uniform and laundry service.

· Meals whilst on duty.

· Private health insurance discount.

· Kimpton Benefits: our platform with exclusive discounts for employees.

· Cool work environment and lots of fun! 😊

Department: Reception

About you

Language required: English. Spanish is a plus

The company

Not just in Barcelona’s famed Gothic Quarter, but of it, Kimpton Vividora Hotel fuses a sense of contemporary luxury with the dynamic culture and artistic spirit of this storied City Center neighborhood.

A relaxing escape and vibrant hub for locals and discerning travelers alike, our boutique hotel is a home away from home for those seeking to experience Barcelona as insiders.

The architecture and design of the spaces accentuate our historic surroundings while plush modern comforts, superlative service and standout amenities can be discovered around every corner.

Step outside our doors and the city’s exciting attractions and hidden gems are just a stone’s throw away, waiting to be explored.

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders.

Be Yourself. Lead Yourself. Make it Count.