Asst. GSA Mgr

Discover a limitless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in several countries and become part of our extensive global family.

Discover some of the benefits we offer:

• My MeliáRewards:  Participate in our exclusive loyalty program, enjoying unique benefits and advantages. 

• My MeliáBenefits:  Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Melià Hotels International is looking for an Assistant Guest Manager to join our team at Torre Melina Gran Melià Hotel

MISSION:  The Assistant Guest Experience Manager supports the head of the department in the development and implementation of the departmental strategy established in the hotel, committing to achieving excellence in customer satisfaction and the optimization of economic and human resources under their responsibility.

What will your main responsibilities be? 

• Support the head of the department, 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, supporting the development of improvement plans if necessary. 
• Ensuring a positive customer experience by personalizing their stay, anticipating their needs, and exceeding their expectations.  
• Support the implementation of different customer experience management tools, as well as monitor and support the analysis of Voice of the Customer results, ensuring compliance with the set objectives and supporting the creation of improvement plans if necessary. 
• Support the implementation of the digital customer experience during their stay according to the global strategy.  
• Manage customer incidents, following established protocols. 
• Support in adapting standards that are susceptible to local product customization. 
• Support negotiations with external suppliers, following established product guidelines. 
• Support in the definition, development and implementation of the hotel’s Sensory Architecture strategy, in terms of lighting, decoration, aroma and background music, ensuring its compliance in the different areas. 
• Verify hotel material orders following established product guidelines, for the best optimization of economic resources, ensuring optimal control of department inventories. 
• Support the implementation of the Experience and/or Event Program strategy as applicable. 
• Support in the definition, implementation and management of the Entertainment program strategy as applicable. 
• Support the management and supervision of 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. 
• Support the management and supervision of the Guest Services / Concierge / Butler / 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.  
• Support the hotel’s seasonal closing and reopening processes. 
• Coordinate, support in the implementation and analysis of the pilot projects determined in your area. 

https://careers.melia.com/job/Barcelona-Assistant-Guest-Experience-Manager-Torre-Melina-A-Gran-Melia/1414660433/