Guest Experience Supervisor

Area: Guest Experience and Customer Service

Location: London, GB

“The world is yours with Meliá”

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.

About ME London Hotel, WC2R 1HA

ME by Meliá is a collection of hotels in which culture, lifestyle and The ME People community come together to create an inimitable personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene. Music, art, design, fashion and gastronomy make up the ME scene to provide visitors with an experience beyond accommodation.

Join Our Team and Be Part of Something Exceptional!

We’re searching for a passionate and dedicated Guest Experience Supervisor to help us create unforgettable moments for our guests. As the first point of contact, you’ll set the tone for their stay, delivering outstanding service that exceeds expectations.

What’s in it for you?

• Competitive Salary Package : from £28,000 up to £28,325 plus Service Charge.
• Health Cash Back Plan.
• Delicious Meals on Duty.
• Pension Scheme.
• Loyalty Rewards and Referral Bonuses.
• And so much more!

Mission: You’ll be at the heart of our guest experience, ensuring every interaction is warm, professional, and memorable. From managing first impressions to assisting VIP arrivals, your role will be pivotal in delivering our signature exceptional service.

Responsibilities will include, but are not limited to:

• Support the Aura Manager and the Assistant Aura Manager in all departmental duties and responsibilities.
• Anticipate guest and VIP needs, ensuring their expectations are exceeded.
• Promptly handle guest requests and complaints, providing resolutions within 48 hours.
• Stay updated on hotel promotions and services to offer personalized upsell and cross-sell opportunities.
• Lead the Aura team to deliver seamless daily operations and exceptional guest experiences.
• Prepare for VIP arrivals and assist with their arrivals and departures.
• Train and mentor new team members to uphold our high standards.
• Assist with administrative tasks such as updating payroll systems and liaising with HR when necessary.

Our successful candidate will:

• Communicate fluently in English (written and spoken). Spanish is a bonus!
• Understand the importance of their role in enhancing the overall guest experience.
• Be a team player with a collaborative spirit.
• Have exceptional attention to detail and organizational skills.
• Be passionate about hospitality and thrive in a fast-paced environment.

The successful candidate must already have eligibility to work in the UK.

Why You’ll Love Working Here

• A Culture of Excellence : Be part of a team that’s passionate about setting new standards in hospitality.
• Innovation & Growth : Work with cutting-edge tools and systems that empower you to make a difference.
• A Beautiful Environment : Immerse yourself in a workplace that prioritizes sensory excellence – from décor to background music.
• Supportive Teamwork : Collaborate with like-minded professionals who share your commitment to guest satisfaction and operational efficiency.

Because belonging to the great Meliá family is being VIP

• Holidays: 28 days’ holiday including 8 public holidays.
• Contributory pension scheme.
• Refer a friend bonus: £500 (subject to successfully completed 6 months’ probation).
• Discounted dental and health cover with HSF.
• Great discounts with Melia Hotels Worldwide: (Friends & families discounts).
• Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform.
• Awards and Recognition Programs: Join a culture of recognition and reward, with loyalty bonuses and referral incentives.
• Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules).
• High street discounts: with Perks at Work.
• Meals on duty, Payday Parties and Laundry.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

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 policies.

We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity , avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age.

Additionally, we support the sustainable growth of our industry through a socially responsible team . In this sense, our motto is \”Towards a sustainable future, from a responsible present .\”

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