Guest Experience Manager

Main mission 

At the Meliá Barajas hotel, we are looking for a Guest Experience Manager to be the top manager of the department, ensuring 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 their responsibility. 

What will you 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. 

• Define, implement, and manage the Entertainment program strategy, if applicable. 

• Manage and supervise the Guest Service Line team (if applicable), ensuring that the established standards and services for the department are efficiently met to achieve ultimate customer satisfaction. 

• 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.  

• Manage the seasonal closing and reopening processes of the hotel. 

• Coordinate, implement and analyze the pilot projects determined in your area. 

What are we looking for in you? 

EDUCATION AND TRAINING: 

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

LANGUAGES: 

Advanced Spanish and English. A third language is a plus. 

SPECIFIC KNOWLEDGE: 

• Knowledge of brand strategies  

• Knowledge of hotel management tools and/or Customer Experience.  

• Financial knowledge.  

• Knowledge of Hotel Operations.  

• Ability to lead and inspire a team.  

• Organization and planning.   

• Analytical skills.  

• Proactivity and Innovation.  

• Excellent communication skills.  

• Strong commitment to service.  

• Problem-solving ability.  

• Attention to detail 

EXPERIENCE: 

3 years in a similar position in the hotel sector.  

What do we offer you? 

• Joining an international hotel chain 

• Continuing education and professional development 

• Good work environment 

• Opportunities for internal growth 

• Employee benefits and discounts (Meliá Rewards)

https://careers.melia.com/job/Madrid-Guest-Experience-Manager-Meli%C3%A1-Madrid-Barajas/1444884933/