“The world is yours with Meliá” Discover a boundless 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 to be part of our extensive global family. Discover some of the benefits we offer: <ul> <li style="text-align:justify;font-size:14.0pt">My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.</li> </ul> <ul> <li style="text-align:justify;font-size:14.0pt">My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.</li> </ul> Be proud to belong to Meliá as we are proud of you 😉 GUEST EXPERIENCE MANAGER MISSION: the Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility. Your Tasks: <ul> <li style="line-height:115%;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">To be the brand ambassador in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.</li> <li style="line-height:10.75pt;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.</li> <li style="line-height:113%;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Define and implement the guests’ digital experience, according to the global strategy.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Manage customer incidents, following the established protocols.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Adapt the standards subject to the local customisation of the product.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Support negotiations with external suppliers, following the product guidelines set.</li> <li style="line-height:115%;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.</li> <li style="line-height:10.75pt;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal</li> <li style="text-indent:0.0cm;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-align:left">control of their department’s inventories.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Define and implement the strategy of the Experience and / or Event Programme as applicable.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Define, implement and manage the Entertainment programme strategy if applicable.</li> <li style="line-height:115%;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Manage and supervise the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.</li> <li style="line-height:115%;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Search and analyse information on the competitors to maintain the hotel positioning.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Research and develop innovative experiences and services that keep the hotel at the forefront.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Manage the hotel's seasonal closure and reopening processes.</li> <li style="line-height:normal;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif;text-indent:1.0px">Coordinate, implement and analyse the pilots that are determined in their area.</li> <li style="line-height:normal;background-color:white;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif"> </li> </ul> What are we looking for: University degree, preferably Tourism or Hospitality, or similar. Language Skills advanced English. <ul> <li style="line-height:normal;background-color:white;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Development of management tools and processes, as well as improvement of KPIs. </li> <li style="line-height:12.4pt;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Knowledge of brand strategies</li> <li style="margin:0.05pt -0.75pt 1.0 E-4pt 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Knowledge of hotel management and/or Customer Experience tools.</li> <li style="margin:0.05pt 0.0cm 1.0 E-4pt 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Financial knowledge.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Knowledge of Hotel Operations.</li> <li style="margin:0.05pt 0.0cm 1.0 E-4pt 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Ability to lead and inspire a team.</li> <li style="line-height:12.35pt;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Organisation and planning.</li> <li style="line-height:12.35pt;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Analytical capacity.</li> <li style="margin:0.05pt 0.0cm 1.0 E-4pt 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Proactivity and Innovation.</li> <li style="margin:0.05pt 0.0cm 1.0 E-4pt 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Excellent communication skills.</li> <li style="margin:0.05pt 0.0cm 1.0 E-4pt 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">High vocation for service.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Problem-solver.</li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm;text-align:left" type="disc"> <li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Attention to detail.</li> <li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Knowledge of hotel operations. </li> <li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Excellent communication skills</li> <li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:'trebuchet ms', geneva, sans-serif">Problem-solving skills. </li> </ul> External: 3 years in a similar position in the hospitality industry. Internal: At least 2 years’ experience in the Guest Experience department in a manager role. At Meliá we are all VIP Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want. Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally. We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company. Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible. To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "<a href="https://careers.melia.com/content/Protect-your-application/?locale=en_US" target="_blank" rel="noopener">Protect Your Application</a>" page. If you want to be “Very Inspiring People“, follow us on: <a href="https://www.instagram.com/meliacareers/">INSTAGRAM</a> – <a href="https://www.tiktok.com/@meliahotels?_t=8jtyn0EQWQ5&_r=1" target="_blank" rel="noopener">TIKTOK </a>– <a href="https://www.linkedin.com/company/melia-hotels-international/mycompany/">LINKEDIN</a> – <a href="https://uk.indeed.com/cmp/Meli%C3%A1-Hotels-International-1">INDEED</a> – <a href="https://www.glassdoor.co.uk/Overview/Working-at-Meli%C3%A1-Hotels-International-EI_IE665085.11,37.htm">GLASSDOOR</a>

Guest Experience Manager (Roche Caiman, SC) @ Melia Hotels International

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