Guest Experience Manager

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family.

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

MISSION: the Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility.

• Be the brand ambassador in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Implement customer experience management tools, monitoring and analysing the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.
• Define and implement the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Adapt the standards subject to the local customisation of the product.
• Support negotiations with external suppliers, following the product guidelines set.
• Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.
• Approve material orders, following the product guidelines, for the best optimisation of economic resources, ensuring optimal control of the department’s inventories.
• Define and implement the strategy of the Experience and/or Event Programme as applicable.
• Define, implement and manage the Entertainment programme strategy if applicable.
• Manage and supervise the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
• Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
• Search and analyse information on the competitors to maintain the hotel positioning.
• Research and develop innovative experiences and services that keep the hotel at the forefront.
• Manage the hotel's seasonal closure and reopening processes.
• Coordinate, implement and analyse the pilots that are determined in their area.

• University degree, preferably Tourism or Hospitality, or similar.
• Language Skills advanced English.
• Development of management tools and processes, as well as improvement of KPIs.
• Knowledge of brand strategies.
• Knowledge of hotel management and/or Customer Experience tools.
• Financial knowledge.
• Knowledge of Hotel Operations.
• Ability to lead and inspire a team.
• Organisation and planning.
• Analytical capacity.
• Proactivity and Innovation.
• High vocation for service.
• Problem-solver.
• Knowledge of hotel operations.
• Problem-solving skills.

External: 3 years in a similar position in the hospitality industry. Internal:
At least 2 years’ experience in the Guest Experience department in a manager role.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you,
VIP People.

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources…