Guest Experience Supervisor

1 month ago

North West London, London, United Kingdom Melia White House Hotel Full time

The world is yours with Meli


Discover a boundless path at Meli, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family


Salary up to £28,780+ Service Charge and Additional benefits below


Guest Experience Supervisor/Guest Service Supervisor

We are seeking a dedicated Guest Experience Supervisor to join our team and support the Guest Experience Manager in delivering exceptional service to our guests. In this role, you will play a key part in ensuring a seamless and memorable experience for all visitors, while maintaining high standards of customer service and professional conduct.


Responsibilities will include, but are not limited to:

Supervise day-to-day operations of the Guest Experience team, ensuring guests' needs are met with excellence and attention to detail.

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, ensuring a warm and welcoming atmosphere.

Oversee the handling of VIP guests, ensuring their special requests are met and anticipating their needs.

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.

Ensure the department is well-stocked and all areas are kept clean and organized.

Maintain knowledge of hotel facilities, promotions, and local attractions to provide guests with relevant information and upsell services.

Act as a Duty Manager as required, handling emergency situations in accordance with hotel procedures.

Adhere to all health and safety regulations and hotel policies, promoting a safe and welcoming environment for both guests and staff.

We seek:

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.

Knowledge of hotel systems and procedures, with the ability to manage multiple tasks efficiently.

Flexibility and the ability to adapt to changing business needs.

Strong organizational skills and attention to detail.

A positive, team-oriented attitude with a high level of personal presentation.

The successful candidate must already have eligibility to work in the UK

Because belonging to the great Meli family is being VIP

  • 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
  • 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:Joina culture of recognition and reward, with loyalty bonuses and referral incentives
  • 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
  • Meals on duty, Payday Parties and Laundry

At Meli we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meli an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meli an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you,VIPPeople.

At Meli Hotels International, we are committed toequal opportunities between women and menin 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 toequality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe thatdiversity and inclusion among our employees are essential for our success as a global company.

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

If you want to be Very Inspiring People, follow us on:

INSTAGRAMTIKTOKLINKEDININDEEDGLASSDOOR


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