Guest Experience Manager

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.

Job Mission: The Guest Experience Manager is ultimately responsible for the department at the hotel, ensuring compliance with product, service, and image standards to maximize 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 I have to do? 

• Be the brand spokesperson at 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?

· 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, organizational and planning skills, analytical skills, proactivity and innovation, excellent communication skills, strong service orientation, problem-solving skills, and attention to detail. #LI-CP1

https://careers.melia.com/job/Huelva-Guest-Experience-Manager-Meli%C3%A1-Isla-Canela-%28Huelva%29/1287373701/