Guest Experience Manager

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 various countries and to be 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.

Be proud to belong to Meliá as we are proud of you 😉

Job mission:

The Guest Experience Agent meets the daily operations of the department, committing to achieving excellence in customer satisfaction.

Your responsibilities:

• Comply with the attributes, standards and manuals that apply in their department, as well as ensure compliance in other areas.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Manage the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.
• Verify material orders following the set product guidelines, for better optimisation of economic resources.

What are we looking for:

• A team player
• Knowledge of London
• Strong attention to detail
• Fluent communication – multiple languages would be beneficial

https://careers.melia.com/job/London-Guest-Experience-Manager-1/1399323833/