GUEST EXPERIENCE MANAGER

Description

***"The world is yours with Meliá"*** Discover an unlimited path at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work across multiple 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 across a wide range of products and services, promoting an active and healthy lifestyle. We are recruiting for the **Guest Experience** position — do you want to join this outstanding team? Your **mission**, as head of the department, will be to ensure *compliance with product, service, and image standards to maximize guest satisfaction, consistently delivering unique and personalized experiences while committing to excellence in guest satisfaction and optimal utilization of financial and human resources under your responsibility.* **What will you do?** * Serve as the brand’s spokesperson at the hotel, ensuring optimal implementation of attributes, standards, and manuals applicable to your department, as well as monitoring compliance across all other areas and defining improvement plans when necessary. * Oversee the guest experience by personalizing stays, anticipating guests’ needs, and exceeding their expectations. * Implement various customer experience management tools and monitor and analyze Voice of the Customer results, ensuring achievement of defined objectives and defining improvement plans when necessary. * Define and implement the digital guest experience during their stay according to the global strategy. * Manage guest incidents, following established protocols. * Adapt standards subject to local customization of the product. * Conduct negotiations with external suppliers, adhering to established product guidelines. * Define, develop, and implement the hotel’s Sensory Architecture strategy—covering lighting, décor, scent, and background music—ensuring compliance across all areas. * Approve material orders following defined product guidelines to optimize financial resources effectively and ensure optimal inventory control within your department. * Define and implement the Experience and/or Event Program strategy, as applicable. * Manage and supervise the Guest Services team, ensuring efficient compliance with departmental standards and services to achieve final guest satisfaction. * Research and analyze competitor information to maintain the hotel’s market positioning. * Investigate and develop innovative experiences and services to keep the hotel at the forefront. * Coordinate, implement, and analyze pilots designated for your area. **What are we looking for?** * University degree, preferably in Tourism or Hospitality, Marketing, or a related field. * Languages: Spanish and Advanced English; a third language is a plus. * Prior experience: 2 years in a similar role, preferably in a 4\*-star hotel. * Knowledge of brand strategies, hotel management tools and/or Customer Experience; financial and hotel operations knowledge. * Ability to lead and inspire a team, strong organizational and planning skills, analytical capability, proactivity and innovation, excellent communication skills, strong service orientation, problem-solving ability, and attention to detail. **At Meliá, everyone is VIP** *At Meliá Hotels International, we champion* ***equal opportunities*** *for* ***women and men*** *in the workplace, backed by leadership commitment and aligned with the principles outlined in our Human Resources policies. Furthermore, we promote throughout our entire workforce a corporate culture committed to effective equality and raise awareness about the need for joint, global action.* *We reinforce our commitment to* ***equality and diversity****, preventing any form of discrimination—particularly based on disability, race, religion, gender, or age. We believe that* ***diversity and inclusion among our employees are fundamental to our success as a global company****.* *Additionally, we advocate for the sustainable growth of our industry through a highly responsible human team. In this regard, our motto is “****Towards a sustainable future, from a responsible present****.” Thanks to all our colleagues, we make it possible.* To protect you and prevent fraud during recruitment processes, we invite you to review our recommendations on the "**Protect Your Application**" page. If you wish to become “**Very Inspiring People**”, follow us on: **INSTAGRAM** **–** **TIKTOK** **–** **LINKEDIN** **–** **INDEED** **–** **GLASSDOOR**