Guest Experience Supervisor

4 weeks ago

London, Greater London, United Kingdom ME London Hotel Full time

About ME London Hotel

ME by Meliá is a collection of hotels in which culture, lifestyle, and The ME People community come together to create an inimitable personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene. Music, art, design, fashion, and gastronomy make up the ME scene to provide visitors with an experience beyond accommodation.

Job Title: Guest Experience Supervisor

Job Summary: We are seeking a highly motivated and customer-focused Guest Experience Supervisor to join our team at ME London Hotel. As a Guest Experience Supervisor, you will be responsible for providing exceptional service to our guests, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities:

  • Assist the Aura Manager in all duties and responsibilities of the Department.
  • Anticipate and identify guest and VIPs' expectations, ensuring that their needs are met and where possible exceeded.
  • Ensure that all guests' requests and queries are answered as soon as possible, being familiar at all times with the complaints procedures and various quality tools.
  • Manage and follow up official complaints received through the Head Office and providing an answer within 48 hours, as per standard.
  • Maintain full knowledge about the product and all current promotional activities that are being offered as per the Hotel strategy, in order to propose up sells and cross sells whenever it is possible.
  • Guide the Guest Service Line team, ensuring that they efficiently comply with the department's daily operational processes, always ensuring the customer experience, customizing their stay, anticipating their needs, and exceeding their expectations.
  • Prepare and check for VIP's arrival and assists in VIP's arrival & departures.
  • Train new employees of the Guest Experience Department in all aspects related to the Hotel business and departmental duties.
  • Assist the Guest Experience Manager in administration tasks with the new payroll system, Fourth, updating Rota Shift, validating the shifts, and liaising with HR during Aura Manager absence.

Requirements:

  • Excellent communication in English, both written and spoken.
  • Additional Spanish desirable.
  • Understand the impact of their job on the overall guest experience.
  • Be a team player.
  • Have excellent attention to detail.

Benefits:

  • Competitive Salary.
  • Holidays: 28 days' holiday including 8 public holidays.
  • Contributory pension scheme.
  • Refer a friend bonus: £500 (subject to successfully completed 6 months' probation).
  • Discounted dental and health cover with HSF.
  • Travel & Food discounts: excellent employee special rates in Melia Hotels worldwide for our team members, their friends & families while travelling and staying in our hotels including F&B discount (subject to individual outlets).
  • Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform.
  • Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules).
  • High street discounts: with Perks at Work.
  • Pay Day Parties.

About Meliá Hotels International

Meliá Hotels International is a global hotel chain with a commitment 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.

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.

Additionally, 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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