***“The world is yours with Meliá”*** Discover an endless journey at Meliá, where growth and development opportunities are infinite. Immerse yourself in a path 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 variety of products and services, promoting an active and healthy lifestyle. **Job Mission:** The Guest Service Manager is responsible for the department and leads the customer service strategy, handling all guest requests, ensuring excellence in guest satisfaction, and committing to the optimization of economic and human resources under their responsibility. **What will you do?** * Manage the Guest Service team, ensuring they efficiently carry out the department’s daily operational processes, always safeguarding the guest experience, personalizing their stay, anticipating needs, and exceeding expectations. * Define, develop, and implement the customer service strategy, efficiently managing all guest requests and committing to achieving complete guest satisfaction. * Inform and offer guests services and products suited to their preferences, both within the hotel and at the destination, applying upselling and cross-selling techniques to optimize the hotel's additional revenue. * Handle guest incidents, following established protocols. * Understand the brand philosophy, ensuring optimal implementation of standards, operational manuals, and identity guidelines applicable to the department. * Implement various customer experience management tools, as well as monitor and analyze Voice of the Customer results, ensuring achievement of set objectives and creating improvement plans when necessary. * Know the established Sensory Architecture for the area and ensure compliance. * Approve material orders according to defined product guidelines, optimizing economic resources and ensuring proper inventory control within the department. * Seek and analyze information about competitors to maintain the hotel’s positioning. * Research and develop innovative services and experiences to keep the hotel at the forefront. * Know the hotel’s evacuation plan. * Support responsibilities assigned in the Center's Self-Protection Manual or equivalent local document in other countries. * Ensure compliance with procedures and instructions regarding occupational health and safety. * Know the department’s personal protective equipment and support its correct implementation and use through appropriate training actions. * Assume responsibilities assigned in the Occupational Health and Safety Management System Manual. **What are we looking for?** * University degree, preferably in Tourism and Hospitality, Marketing, or similar. * Local language (depending on the geographical location of the property) and advanced English. A third language is a plus. * Knowledge of brand strategies. * Knowledge of hospitality management tools and/or customer experience. * Financial knowledge. * Knowledge of hotel operations. * Ability to lead and inspire a team. * Organization and planning skills. * Analytical ability. * Proactivity and innovation. * Excellent communication skills. * Strong service orientation. * Problem-solving ability. * Attention to detail. **At Meliá, we are all VIP** *At Meliá Hotels International, we promote* ***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 foster throughout our workforce a corporate culture committed to effective equality and raise awareness about the need for joint and global action.* *We reinforce our commitment to* ***equality and diversity****, avoiding any kind of discrimination, especially related to disability, race, religion, gender, or age. We believe that* ***diversity and inclusion among our employees is fundamental 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**