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 in 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. **Job Mission** --------------------- The Guest Experience Manager is responsible for leading the guest experience strategy across hotels within their scope of responsibility, ensuring compliance with the company’s product, service, and brand image standards to maximize guest satisfaction and loyalty. Acting as a brand ambassador, they drive memorable and personalized experiences while ensuring operational excellence and optimizing human and financial resources within their department. **Key Responsibilities** ================================= **Guest Experience \& Operations** ---------------------------------- * Lead the implementation and enforcement of brand standards, attributes, and manuals across hotels in their region. * Ensure an exceptional customer experience by anticipating needs and exceeding expectations. * Manage and analyze Voice of the Customer metrics, defining and implementing action plans and continuous improvement initiatives. * Implement the guest’s digital experience strategy during their stay. * Handle customer incidents and complaints in accordance with established procedures. * Adapt standards and experiences to local destination needs and characteristics. * Define and supervise the hotel’s sensory architecture strategy (ambience, décor, lighting, music, and scents). * Lead Experience, Events, and Entertainment programs where applicable. * Analyze market and competitive trends to maintain hotels’ differentiated positioning. * Drive innovation projects aimed at enhancing the guest experience. * Coordinate seasonal hotel opening, closing, and re-opening processes. * Supervise correct implementation of standards in premium areas such as The Level, RedLevel, or The Reserve. **Economic\-Financial Management** --------------------------------- * Participate in the preparation and monitoring of the departmental budget. * Analyze budget variances and define corrective actions jointly with the Business Partner. * Conduct periodic monitoring of the department’s profit and loss (P\&L) statement. * Ensure cost optimization and proper management of procurement, materials, and services. * Participate in internal and external audits, ensuring compliance with established procedures. * Monitor and supervise achievement of the area’s financial objectives. **Leadership and People Management** ----------------------------------- * Lead, develop, and motivate the Guest Experience team. * Identify talent and potential within the organization. * Conduct performance evaluations and track development plans. * Participate in team recruitment, onboarding, and training processes. * Manage shift scheduling, vacation planning, absenteeism, and labor-related incidents. * Promote a culture of service, wellbeing, commitment, and continuous development. * Encourage team participation in corporate training and development programs. **Quality, Sustainability and Safety** --------------------------------------- * Drive initiatives aligned with the company’s sustainability strategy. * Ensure visibility and compliance with the hotel’s sustainability commitments. * Uphold adherence to Occupational Health and Safety policies. * Actively participate in risk prevention and emergency response planning. **Management of External Partners** -------------------------------- * Supervise suppliers’ and external operators’ compliance with brand standards. * Manage relationships with strategic suppliers and negotiate services aligned with the hotel’s value proposition. **Requirements** ============== * University degree in Tourism, Hospitality, Marketing, Business Administration, or related fields. * Advanced level of English. * Minimum 2–3 years of experience in similar positions within the hospitality industry. * Brand strategy and standards. * Guest experience management. * Hotel operations. * Financial knowledge and budgetary control. * KPI management and data analysis. * Leadership of multidisciplinary teams. ### **Key Competencies** * Customer orientation and service excellence. * Inspirational leadership. * Analytical capability and strategic vision. * Effective communication and influence. * Organization and planning. * Innovation and continuous improvement. * Problem solving and decision making. * Attention to detail. * Proactivity and results orientation. **At Meliá, we are all VIPs** *At Meliá Hotels International, we champion* ***equal opportunities*** *for* ***women and men*** *in the workplace, supported by management commitment and the principles outlined in our Human Resources policies. Furthermore, we prioritize fostering throughout our entire workforce a corporate culture committed to effective equality, and raising awareness of the need for joint and 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****.* *In addition, we advocate for the sustainable growth of our industry through a socially responsible human team. In this regard, our motto is “****Toward 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 review our recommendations on the "**Protect Your Application**" page. 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