Guest Experience Manager in England

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Job Summary: The Guest Experience Manager is the head of Guest Experience 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.

Duties and responsibilities:

• To 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.
• Implementing the different customer experience management tools, as well as monitoring and analysing the results of 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 marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their 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.
• 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.
• To act as Duty Manager when required.

What are we looking for?

• 3+ years of experience in a similar role within the hospitality industry.
• Exceptional written spoken English (Spanish is a plus).
• Deep understanding of hotel operations, brand strategies, and customer experience tools.
• Strong organisational, analytical, and problem-solving skills.
• Excellent communication and service-oriented mindset.

Ready to Elevate Guest Experiences? If you're a passionate and strategic thinker with a love for hospitality, apply now and join us in creating unforgettable experiences for our guests.

Your Benefits include:

• Holidays: 29 days' holiday including 8 public holidays.
• Contributory pension scheme.
• Bonus Scheme.
• Excellent discounts through our global My Melia Reward program for you, your family and friends.
• 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.
• Complimentary gym access to support your physical wellbeing (some restrictions at peak times).
• 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.
• An array of diversity, inclusion, and social events and activities creating opportunities to celebrate, as 'We're Social' is one of our values.
• Complimentary meals on duty.

Because belonging to the great Meliá family is being VIP. You will enjoy My MeliáRewards which is the exclusive loyalty program for our employees with exclusive benefits and advantages. In addition, enjoy the My MeliáBenefits program: with flexible remuneration, exclusive discounts on a variety of products and services, active and healthy lifestyles, and charitable initiatives.

Be as proud to belong to Meliá as we are of you. The successful candidate must already have eligibility to work in the UK. 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. We believe that diversity and inclusion among our employees are essential for our success as a global company. 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'. Thanks to all our collaborators, we make it possible.

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