***“The world is yours with Meliá”*** Discover an unlimited path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and become part of our extensive global family. **Discover some of the benefits we offer:** * **My MeliáRewards:** Participate in our exclusive loyalty program, enjoying unique benefits and advantages. * **My MeliáBenefits:** Take advantage of flexible compensation and exclusive discounts on a wide range of products and services, promoting an active and healthy lifestyle. ### **Job Mission** Lead the **Guest Experience** strategy across the hotels in the **Calviá** area, managing a team of Guest Experience Managers and ensuring consistent application of brand, product, and service standards in each establishment. Your mission is to drive a customer-centric culture, guaranteeing unique, consistent, and memorable experiences, while providing operational and strategic support to hotel teams to optimize customer satisfaction and business results. ### **What will you be responsible for?** * **Lead the implementation of brand standards and attributes** in the area's hotels, ensuring alignment with corporate manuals and defining improvement plans together with hotel teams when necessary. * **Ensure that hotel Guest Experience teams safeguard customer experience**, providing support and follow-up in resolving incidents requiring escalation to the Operations Center. * **Analyze Voice of the Customer results and other satisfaction indicators**, defining and implementing action plans together with hotel teams, ensuring their proper execution and monitoring. * **Develop and implement customer experience strategies** tailored to each hotel’s positioning and characteristics, aligned with the company’s global strategy. * **Ensure sensory and aesthetic consistency across hotels**, supervising the correct application of sensory architecture (lighting, scent, décor, and ambient music) and brand-defined product standards. * **Drive innovation and development of new experiences** that strengthen the positioning of the area’s hotels and maintain their leadership in customer satisfaction and loyalty. ### **What are we looking for?** **Education and Experience** * University degree in Tourism, Hospitality, Marketing, or related field. * Minimum of 3 years of leadership experience within Guest Experience or customer service roles in the hospitality sector. * Knowledge of hotel operations, customer experience management tools, and brand strategies. * Advanced level of English. * Strong customer orientation and service vocation. * Excellent communication skills, empathy, and active listening. * Organized, detail-oriented, and able to prioritize in dynamic environments. ### **What do we offer?** * Full-time permanent contract. * The opportunity to lead workforce management in a setting of **10 hotels** within an international group. * Professional development and internal training programs. * Exclusive employee benefits at Meliá. **At Meliá, we are all VIP** *At Meliá Hotels International, we are committed to* ***equal opportunities*** *between women and men in the workplace, supported by management commitment and the principles outlined in our Human Resources policies. Likewise, we aim to promote throughout the organization a corporate culture dedicated to effective equality and raise awareness about the need for collective and global action.* *We reinforce our commitment to* ***equality and diversity****, avoiding any form of discrimination, particularly based on disability, race, religion, gender, or age. We believe that* ***diversity and inclusion among our employees is essential to our success as a global company****.* *Furthermore, we support sustainable growth in our industry through a highly 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.* To protect you and prevent fraud during recruitment processes, we invite you to consult our recommendations on the "**Protect Your Application**" page. If you want to be “**Very Inspiring People**”, follow us on: **INSTAGRAM** **–** **TIKTOK** **–** **LINKEDIN** **–** **INDEED** **–** **GLASSDOOR**