About Ukio
We are one of the most promising startups of 2026 with headquarters in Spain. Founded in Barcelona, we have expanded to Madrid, Lisbon, Berlin and Paris, and we plan to spread across Europe and beyond.
Ukio's mission is to empower individuals to live where they want, when they want. We disrupt the traditional residential real estate market by providing fully furnished, artfully designed apartments for stays starting at one month. We take care of everything – no long‑term contracts, no security deposits, no broker fees, no moving or buying furniture, so people can choose flexibility and plant their roots anywhere.
Our culture
We honor diversity, compassion and honesty. We already have a great mix of dedicated, collaborative and results‑driven people and look for like‑minded folks. In true startup fashion, we embrace the unknown and give full autonomy to team members to act as owners of their projects. Our team ranges from foodies to athletes, adventure seekers to art buffs, and we always have team events on our calendars.
Role
As Lead Guest Relations, you will elevate the guest experience and operational performance across multiple portfolios while leading and developing a team of Senior Guest Relations Managers. This hands‑on leadership role combines strategic oversight with operational involvement, ensuring consistency, scalability and excellence in guest experience while driving performance against business and operational KPIs. You will bridge frontline execution and company‑wide strategy, set standards, coach teams and partner cross‑functionally to continuously improve how Ukio delivers its promise of making people feel at home anywhere.
Responsibilities
Team Leadership & Development
* Lead, coach and develop a team of Senior Guest Relations Managers, fostering strong ownership, accountability and high performance.
* Set clear expectations, define best practices and ensure consistent service standards across all assigned portfolios.
* Conduct regular performance reviews, feedback sessions and development plans for team members.
* Act as an escalation point for complex or high‑impact guest cases.
Guest Experience & Operations Oversight
* Oversee the end‑to‑end guest journey across multiple portfolios, ensuring a consistently high‑quality experience.
* Ensure proactive management of operational risks, guest satisfaction and property uptime.
* Drive resolution of systemic issues by leading post‑case reviews and implementing scalable, long‑term solutions.
* Balance guest experience excellence with operational efficiency and cost control.
Performance, Data & Continuous Improvement
* Own and monitor key operational, guest experience and financial KPIs at team and portfolio level.
* Use data and internal dashboards to identify trends, risks and improvement opportunities.
* Lead initiatives to improve processes, tools and ways of working across Guest Relations.
* Ensure budgets and operational targets are met sustainably.
Cross‑Functional Collaboration
* Partner closely with Operations, Sales, Property Management, Quality and other stakeholders to align priorities and improve end‑to‑end performance.
* Represent Guest Relations in cross‑functional projects and strategic initiatives.
* Contribute to the definition and evolution of company‑wide service standards and playbooks.
About You
* 5‑8 years of experience in hospitality, operations management, property management or customer‑facing roles with proven leadership responsibility.
* Experience leading and developing teams in fast‑paced operational environments.
* Strong analytical mindset and track record of managing and improving KPIs using data.
* Excellent stakeholder management and cross‑functional collaboration skills.
* Outstanding communication skills in English and Spanish; a third language (French, German or Portuguese) is a big plus.
* Comfortable making decisions, prioritising at scale and operating with a high level of autonomy.
* Empathetic, structured and detail‑oriented, with a strong commitment to guest experience excellence.
* Experience with CRM or case‑management tools (e.g. Zendesk, HubSpot, Salesforce).
Ukio's life benefits
* Private health insurance with ALAN.
* Flexible retribution with Payflow.
* UKIO Anniversary gift.
* Team buildings and office events.
* Transportation card covering role travel according to company policy.
* Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn.
* Amazing internal culture with no dress code.
* International working environment with many different nationalities.
Diversity & Inclusion
Ukio's culture promotes and values each individual's contribution. We encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion and/or belief.
Next Steps
We look forward to receiving your application! For more information about Ukio, visit www.ukio.com and follow us on LinkedIn and Instagram.
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