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Guest Experience Supervisor
As Guest Experience Supervisor, you will support the Guest Experience Manager in delivering exceptional service standards across the hotel, ensuring every guest journey is personalised, seamless, and memorable. You will lead by example within the lobby and public areas, acting as an ambassador for the brand while supervising daily operations, supporting the Guest Experience team, and ensuring service excellence at every touchpoint. With a strong focus on guest satisfaction, VIP experiences, operational efficiency, and team collaboration, you will help maintain ME London’s position as a leading lifestyle destination.
Requirements
- Previous experience in a luxury hotel or lifestyle hospitality environment
- Strong guest relations and problem-solving skills
- Excellent communication and interpersonal abilities
- High attention to detail and service standards
- Ability to remain calm and professional in a fast-paced environment
- Experience supervising or supporting a front-of-house or guest services team
- Knowledge of hotel systems and payroll/rota platforms such as Fourth is advantageous
- Fluent English required; additional languages are a plus
Responsibilities
- Support the Guest Experience Manager in the daily operation of the department
- Deliver exceptional and personalised guest service, ensuring all requests and concerns are handled efficiently and professionally
- Supervise the guest journey from arrival to departure, ensuring a seamless experience throughout the stay
- Anticipate guest and VIP needs, exceeding expectations whenever possible
- Handle guest feedback and complaints promptly, following company procedures and service recovery standards
- Coordinate VIP arrivals, amenities, and special requests in collaboration with operational departments
- Maintain strong communication with Front Office, Housekeeping, Food & Beverage, Security, and other departments to ensure service excellence
- Monitor hotel standards and procedures across guest-facing areas to maintain luxury presentation and service consistency
- Promote hotel facilities, services, and experiences through upselling and cross-selling opportunities
- Support departmental administration including rota management, payroll coordination through Fourth, and operational reporting
- Assist with onboarding and training new team members within the Guest Experience department
- Ensure compliance with hotel policies, health & safety procedures, and emergency protocols
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Benefits
- Global career opportunities across more than 350 hotels worldwide
- Hotel discounts for you, your friends & family across the globe
- Generous service charge
- Life Assurance x3 salary
- Health cash plan & discounted dental and optical cover
- Pension scheme
- Meals on duty
- 29 days holiday including bank holidays
- Access to Meliá’s learning and development platform
- High-street discounts through Perks at Work
- Refer-a-friend bonus scheme
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About Meliá Hotels International
Joining Meliá Hotels International is to embark on a journey without borders, where your potential to grow, lead and inspire has no limits. It’s knowing that the world is yours — that you can elevate your career across countless destinations, all while being part of one warm, supportive, and passionate family. At Meliá Hotels International, our people are the heart of everything we do. Whether you’re stepping into leadership or building on your expertise, you’ll be part of a culture defined by respect, collaboration, and passion. From our newest talents to the most seasoned leaders, we are all Very Inspiring People — and that includes you. We are proud to be an equal opportunity employer. We celebrate diversity and strive to create an inclusive, accessible environment for all. At Meliá, we believe our differences make us stronger and fuel innovation.
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