Guest Experience Specialist

3 weeks ago


London, Greater London, United Kingdom Melia Hotels International Full time

Meliá Hotels International is seeking a dedicated and passionate Guest Experience Specialist to join our team.

As a Guest Experience Specialist, you will play a vital role in ensuring that every guest has an exceptional and memorable stay at our hotel. You will work closely with the Guest Experience Manager and other department heads to resolve guest issues, implement service improvements, and maintain high standards of hospitality.

Your Responsibilities:

  • Collaborate with the Guest Experience Manager and Heads of Department to address guest concerns and complaints effectively.
  • Implement and monitor quality assurance measures to enhance guest satisfaction, utilizing tools such as guest feedback surveys and online reviews.
  • Develop and execute engaging activities for special events and promotions, coordinating with various departments and suppliers.
  • Conduct regular spot-checks in all hotel outlets and guest rooms to ensure consistent adherence to brand standards and operational excellence.
  • Monitor online reputation and suggest strategies to improve the hotel's social media presence.

We are looking for:

  • Minimum of 6 months of experience in a guest-facing role within the hospitality industry.
  • Proficiency in Opera PMS system.
  • Fluency in English and additional languages are highly desirable.
  • Strong leadership and communication skills with the ability to motivate and inspire a team.
  • Knowledge of brand strategies and best practices in guest experience management.


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