Guest Experience Manager

2 days ago

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

Meliá Hotels International: A World of Opportunities

Discover a boundless path at Meliá, where growth and development know no limits. Immerse yourself in a journey that will take you to work in various countries and be part of our extensive global family.

A Career of Unparalleled Growth

As an Assistant Guest Experience Manager, you will be responsible for assisting the Guest Experience Manager in maintaining top service levels, complying with business needs, operational standards, and legislation. Monitor and report on service quality for both internal and external guests to ensure high standards. Manage department operations, uphold brand standards, and provide effective, efficient, and friendly service, maintaining a motivated team and adherence to policies.

Key Responsibilities:

  • Liaise with Guest Experience Manager and other Heads of Department to solve difficult situations or complaints that could have a negative impact on the Hotel and the Company reputation.
  • Implement and monitor measures to resolve queries, comments, and complaints as they are reported, through the various quality tools available (guest questionnaires, Melia Connect, guest feedback, etc).
  • Prepare and promote activities for special events or dates and promotions of outlets. Keep a calendar of those activities and coordinate the cooperation of other departments and suppliers.
  • Ensure that the Guest Experience Team conducts spot-checks in all outlets and hotel rooms to ensure that a constant level of standards are met and maintained.
  • Constantly monitor and suggest improvements to increase the Online reputation results of the Hotel in Social Media.

Requirements:

  • Minimum 1/2 years' experience in Guest Experience in Hotel
  • Opera knowledge
  • Other languages
  • Ability to lead and inspire a team.
  • Knowledge of brand strategies

A World of Benefits

  • Holidays: 29 days' holiday including 8 public holidays (increase up to 31 with the length of service)
  • Contributory pension scheme
  • Refer a friend bonus: £ (subject to successfully completed 6 months' probation)
  • Discounted dental and health cover with HSF
  • Great discounts with Melia Hotels Worldwide: (Friends & Families discounts)
  • Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform
  • Awards and Recognition Programs: Join a culture of recognition and reward, with loyalty bonuses and referral incentives
  • Career growth: fantastic opportunity to progress and access to a network of over hotels across the world (subject to local right to work rules)
  • High street discounts: with Perks at Work
  • Meals on duty, Payday Parties and Laundry

Equal Opportunities

Meliá Hotels International is committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

Diversity and Inclusion

We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Sustainability

We support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to all our collaborators, we make it possible.

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