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Job Summary: The Guest Experience Manager is responsible for ensuring maximum customer satisfaction through unique and personalized experiences, leading service excellence and optimizing resources. Key Highlights: 1. Unlimited growth and development opportunities in a global environment. 2. Join a large global family passionate about customer service. 3. Lead the implementation of brand standards and innovative experiences. ***"The world is yours with Meliá"*** Discover an unlimited path at Meliá, where growth and development opportunities are endless. Immerse yourself in a journey that will take you to work across multiple countries and become part of our extensive global family. It is one of the most exciting journeys of your life — a journey where inspiration and personal and professional growth accompany you every step of the way. **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. Be proud to belong to Meliá — we’re proud of you! MISSION: The Guest Experience Manager is the highest authority of the department within the hotel, ensuring compliance with product, service, and image standards to maximize guest satisfaction by consistently delivering unique and personalized experiences, and committing to achieving excellence in guest satisfaction while optimizing financial and human resources under their responsibility. **What will you do?** * Serve as the brand spokesperson within the hotel, ensuring optimal implementation of applicable attributes, standards, and manuals within your department, and monitoring compliance across other areas, defining improvement plans when necessary. * Ensure guest experience by personalizing stays, anticipating guest needs, and exceeding expectations. * Implement various guest experience management tools, monitor and analyze Voice of the Customer results, ensure achievement of set objectives, and define improvement plans when necessary. * Define and implement guests’ digital experience during their stay according to the global strategy. * Manage guest incidents, following established protocols. * Adapt standards susceptible to local product customization. * Negotiate with external suppliers, following established product guidelines. * Define, develop, and implement the hotel’s Sensory Architecture strategy — including lighting, décor, scent, and background music — ensuring compliance across all areas. * Approve material orders following established product guidelines to optimize financial resources effectively, ensuring optimal inventory control within your department. * Define, develop, and implement the Experience and/or Event Program strategy, as applicable. * Define, implement, and manage the Entertainment Program strategy, if applicable. * Manage and supervise the Guest Service Line team (if applicable), ensuring efficient adherence to departmental standards and services to achieve ultimate guest satisfaction. * Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge teams (if applicable), ensuring efficient adherence to departmental standards and services to achieve ultimate guest satisfaction. * Research and analyze competitor information to maintain the hotel’s positioning. * Investigate and develop innovative experiences and services to keep the hotel at the forefront. * Manage seasonal hotel closure and reopening processes. * Coordinate, implement, and analyze pilots determined for your area. **What are we looking for?** University degree, preferably in Tourism or Hospitality, Marketing, or related field. Local language (based on the property’s geographic location) and Advanced English. External candidates: 3 years in a similar position within the hospitality sector. Internal candidates: Minimum 2 years’ experience in the Guest Experience Department as a Manager in hotels with over 450 rooms. Background as Guest Experience Leader. Background in “Quality and/or Brand Standards” roles. **At Meliá, everyone is VIP** Outstanding professionals who make everyday operations easier and exceptional. From newcomers to seasoned veterans, all of them possess unique and essential qualities that make working at Meliá a constant growth opportunity and a passport to shaping your future anywhere you wish. Our warmth, approachability, and passion for what we do make working at Meliá an unforgettable experience — filled with emotional moments and always with the feeling of belonging to a great family that includes people like you: **VIPs**. *At Meliá Hotels International, we champion* ***equal opportunities*** *for* ***women and men*** *in the workplace, backed by leadership commitment and HR policies. Furthermore, we prioritize disseminating across all staff an organizational culture committed to effective equality and raising awareness of the need for joint, global action.* *We advance our commitment to* ***equality and diversity****, preventing any form of discrimination — especially based on disability, race, religion, gender, or age. We believe* ***diversity and inclusion among our workforce are fundamental to our success as a global company****.* *Additionally, we advocate for sustainable growth of our industry through a socially responsible human team. In this regard, our motto is “****Towards a Sustainable Future, from a Responsible Present****.” Thanks to all our collaborators, we make it possible.* If you want to be “**Very Inspiring People**”, follow us on: **INSTAGRAM** **–** **TIKTOK** **–** **LINKEDIN** **–** **INDEED** **–** **GLASSDOOR**
