Melia Hotels International
Guest Experience Manager 1
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Guest Experience Manager 1
"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 multiple international destinations as part of our extensive global family.
Benefits at Meliá
Join exclusive programs and enjoy rewarding rewards:
- My MeliáRewards: Participate in our exclusive loyalty program, earning unique benefits and advantages.
- My MeliáBenefits: Access flexible compensation, exclusive discounts, and initiatives promoting an active and healthy lifestyle.
Be proud to be part of Meliá—we’re proud of you too. 😉
Job Mission: Guest Experience Manager
As Guest Experience Manager, you will embody the brand ambassador for our hotel, ensuring exceptional guest experiences while setting the tone for service excellence. Your key mission includes:
- Personalising each stay by anticipating guest needs and exceeding expectations.
- Leading the Guest Service Line team to drive outstanding service delivery.
- Supporting the hotel’s financial and operational objectives through effective service standards.
Your vision shapes how our guests experience Meliá.
Responsibilities
Brand & Service Leadership
- Ensure full implementation of brand standards and uphold service excellence across all touchpoints.
- Act as the face of Meliá, representing brand values internally and externally.
Customer Experience & Guest Relations
- Deliver personalised guest experiences and anticipate needs to exceed expectations.
- Lead, manage, and motivate team members to consistently meet or exceed service benchmarks.
- Handle and resolve guest incidents professionally in line with company protocols and brand guidelines.
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Innovation & Operational Excellence
- Drive new service initiatives, including guest experience programs and operational improvements.
- Monitor and manage the departmental budget, identifying variances and implementing corrective actions.
- Collaborate to ensure departmental and hotel-wide financial targets are achieved.
Talent Development & Compliance
- Identify, attract, develop, and retain high-potential talent through effective leadership and coaching.
- Oversee rota planning, attendance, and absence management to ensure optimal staffing levels.
- Maintain strict compliance with hospital safety regulations at all times.
Requirements
Experience & Knowledge
- Minimum 2 years’ management experience in Guest Experience, Hospitality, or a related function.
- Strong knowledge of hotel operations, brand standards, and service excellence frameworks.
- Direct experience in using hotel management systems and guest experience tools.
- Proven ability to ** inspire and manage teams** with confidence and impactful communication.
Skills & Attributes
- Highly organized, with strong planning and prioritisation abilities.
- Passionate about guest-centered hospitality and delivering exceptional service.
Education & Languages
- Preferred: Bachelor’s degree (or higher) in Tourism, Hospitality, Marketing, Business Administration, or a related field.
- Fluency in English. Additional language skills are a major plus.
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Why Meliá? We’re All VIP
We celebrate workforce excellence—because everyone has a role that makes our company stand out. At Meliá, your potential is our motivation. Here, you won’t just discover opportunities; you’ll shape your career story, building towards a future with no limits.
**workplace culture
Launch a personalised career growth path here. We share our passion for hospitality, warmth, and innovation, empowering you to find meaning in every role.
Your work cultivates a culture of belonging: a family where you feel seen and valued. Here, you aren’t just an employee; you’re a key part of a global, collective triumph.
Dedication to Equality & Diversity
At Meliá Hotels International, we foster equality, equity, and inclusion—driven by principles outlined in our Human Resources policies.
We advance gender equality and resist discrimination, especially on grounds relating to:
- Disability
- Race
- Religion
- Gender
- Age
For us, diversity and inclusion are essential to innovation and global success. Together, we thrive as a socially responsible team.
"Towards a sustainable future, from a responsible present"—because this is how we see the world. Our success depends on entrusted collaborators.
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