Be our star, join us, and create your own successful story…

We are seeking an experienced and dynamic Guest Experience Manager to join our prestigious hotel in London.

Our Benefits Package Includes:

• MyMelia reward: Employees receive discounted rates at Melia Hotels worldwide for team members, friends, and families while traveling and staying in our hotels, including food and beverage discounts (subject to individual outlets).
• Contributory pension scheme and Life Assurance
• Discounted dental and medical plan
• Personal development: programmes designed to support your career right from the start, with unlimited access to the online learning platform
• Career growth: a fantastic opportunity to progress and access a network of over 350 hotels across the world (subject to the local right-to-work rules)
• High street discounts: with Perks at Work
• Paid time off to volunteer with one of our partner charities

About the role, what will I be doing?

The role of a Guest Experience Manager is crucial for ensuring that guests have an exceptional and memorable stay.

Key responsibilities:

• Guest Satisfaction: Leading by example in displaying outstanding hospitality skills, setting a positive example for guest relations, and empowering the team to provide excellent customer service.
• Guest Interaction: Maintaining high visibility in public areas during peak times, providing immediate assistance to guests as requested, and being highly interactive with customers to obtain feedback on the quality of products, service levels, and overall satisfaction.
• Problem Resolution: Effectively responding to and handling guest problems and complaints, recording guest issues in the guest response tracking system, and identifying trends for resolution.
• Team Leadership: Managing the Guest Experience team, ensuring that all team members use initiative and a proactive approach to deliver five-star service throughout all areas of responsibility.
• Continuous Improvement: Reviewing comment cards and guest satisfaction results with the team, participating in the development and implementation of corrective action plans, and emphasizing guest satisfaction during all departmental meetings.
• Operational Awareness: Staying informed about daily hotel operations, including guest arrivals and departures, VIP arrivals, and special requests
• Cultural Awareness: Being culturally sensitive and aware to cater to the diverse needs of international guests

Essential Skills:

• A minimum of one year of supervisory or team leadership experience in a Guest Experience or Guest Relations department.
• Strong understanding of hotel management and customer experience tools.
• Strong leadership skills with the ability to inspire a team, accompanied by excellent communication skills.
• Fluency in English is required, and knowledge of an additional language is preferred.

About Meliá Hotels

Meliá Hotels International has a portfolio of more than 400 hotels (portfolio and pipeline), throughout more than 40 countries, and 9 brands. Our Group is one of the leading companies in resort hotels worldwide, while also leveraging our experience to consolidate the growing segment of the leisure-inspired urban market. We also have the ideal size to combine exceptional hospitality with management that is efficient and close to our stakeholders. All of this, along with our Spanish warmth and passion, makes us distinct and different.

In the UK, Melia operates 6 hotels: ME London, Meliá White House, Meliá Collection London Kensington, INNSiDE Manchester, INNSiDE Liverpool, and INNSiDE Newcastle.

If this sounds like something you would enjoy, apply now! Join Melia Hotels International today and develop your talent with us.

(NB. The successful candidate must already have the right to work in the UK.)