Guest Experience and Customer Service Supervisor

1 month ago

London, Greater London, United Kingdom Melia Hotels International S.A.(Meliá) Full time
About the Role

We are seeking a dedicated Guest Experience Supervisor to join our team at Meliá Hotels International S.A. in London, GB. As a key member of our Guest Experience team, you will play a vital role in delivering exceptional service to our guests, ensuring a seamless and memorable experience.

Key Responsibilities:
  • Act as a point of contact for guest concerns, handling complaints effectively and working closely with the Guest Experience Manager and other departments to resolve issues promptly.
  • Greet and acknowledge all guests immediately upon arrival, creating a warm and welcoming atmosphere.
  • Monitor and maintain high service standards across all hotel departments to ensure guest satisfaction and successful outcomes for internal quality assessments.
  • Assist in training and onboarding new staff, providing support and guidance to maintain a high standard of service.
  • Participate in administrative tasks such as updating rotas, validating shifts, and assisting with payroll processes in collaboration with HR.
  • Maintain knowledge of hotel facilities, promotions, and local attractions to provide guests with relevant information and upsell services.
  • Adhere to all health and safety regulations and hotel policies, promoting a safe and welcoming environment for both guests and staff.
Requirements:
  • Previous experience in a customer service or supervisory role within the hospitality industry.
  • Must be fluent in English; Spanish will be beneficial.
  • Strong interpersonal skills and a genuine passion for delivering exceptional guest service.
  • Excellent problem-solving abilities and the ability to handle guest complaints with professionalism and empathy.
What We Offer:

We offer a competitive salary of up to ¢28,780 + Service Charge and Additional benefits, making this an attractive opportunity for those looking to progress their careers in the hospitality industry.

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