Guest Experience Manager

Because at Meliá, the opportunities to grow are endless!

Casa Alameda, a member of the Meliá Collection, opens its doors

Join from the end of September. 

Join Casa Alameda, a member of the Meliá Collection, and become part of the new icon of luxury in the historic heart of Cádiz. A 5-star boutique hotel with 40 rooms, born from the restoration of two 18th-century estates, where history and contemporary design coexist with a local gastronomic offering, a rooftop pool with sea views, and an exclusive wellness area.

We’ve selected a Guest Experience  position , do you want to be part of this amazing team?

Your  mission as head of the department will be to ensure compliance with product, service, and image standards for maximum customer satisfaction, always offering unique and personalized experiences and committing to achieving excellence in customer satisfaction and optimizing the economic and human resources under your responsibility.   #LI-CP1

What will I have to do? 

• To be the brand spokesperson in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in your department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.
• Ensuring a positive customer experience by personalizing their stay, anticipating their needs, and exceeding their expectations.
• Implement the different customer experience management tools, as well as monitor and analyze the results of the Voice of the Customer, ensuring compliance with the set objectives and defining improvement plans if necessary.
• Define and implement the digital customer experience during their stay according to the overall strategy.
• Manage customer incidents, following established protocols.
• Adapt the standards to allow for local product customization.
• Conduct negotiations with external suppliers, following established product guidelines.
• Define, develop and implement the hotel’s Sensory Architecture strategy, in terms of lighting, decoration, aroma and background music, ensuring its compliance in the different areas.
• Approve material orders, following the established product guidelines, for the best optimization of economic resources, ensuring optimal control of your department’s inventories.
• Define and implement the Experience and/or Event Program strategy as applicable.
• Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the established standards and services for the department are efficiently met to achieve ultimate customer satisfaction.
• Research and analyze information about the competition to maintain the hotel’s positioning.
• Research and develop innovative experiences and services that keep the hotel at the forefront.
• Coordinate, implement and analyze the pilot projects determined in your area.

What are we looking for?

· University degree, preferably in Tourism or Hospitality, Marketing or similar.

• Languages: Spanish and Advanced English. A third language is a plus.

• Previous experience: 2 years in a similar position, preferably in a 4* Hotel.

• Knowledge of brand strategies, hotel management tools and/or Customer Experience. Financial and operational knowledge of the hotel industry.

• Ability to lead and inspire a team, organization and planning, analytical skills, proactivity and innovation, excellent communication skills, strong service orientation, problem-solving skills and attention to detail.

https://careers.melia.com/job/C%C3%A1diz-Guest-Experience-Manager-Melia-Collection-C%C3%A1diz-Casa-Alameda/1420487033/