Guest Experience Manager 1
Posted 3 days 19 hours ago by Meliá Hotels International
Requisition ID 40128-Posted 06/01/2026-United Kingdom-London-Customer Experience-Hotel management
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.
Benefits- 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.
As Guest Experience Manager, you will be the brand ambassador of the hotel, ensuring outstanding guest experiences at every touchpoint. Your mission is to personalise each stay, anticipate guest needs, lead the Guest Service Line team, and drive service excellence while supporting the hotel's financial and operational objectives.
Responsibilities- Act as the hotel's brand ambassador, ensuring full implementation of brand standards and service excellence.
- Deliver personalised guest experiences by anticipating needs and exceeding expectations at every touchpoint.
- Lead, manage, and motivate the Guest Service Line team to consistently achieve outstanding service levels.
- Handle and resolve guest incidents in line with established procedures and brand guidelines.
- Drive innovation by developing and implementing new guest experiences and service initiatives.
- Monitor and manage the departmental budget, identifying variances and implementing corrective actions.
- Support the achievement of departmental and overall hotel financial targets.
- Identify, develop, and retain high potential talent within the team through effective leadership and coaching.
- Oversee rota planning, attendance, and absence management to ensure optimal staffing levels.
- Ensure full compliance with Health & Safety standards and procedures at all times.
- Minimum 2 years' management experience in a Guest Experience or similar function.
- Strong knowledge of hotel operations and brand standards.
- Experience using hotel management systems and guest experience tools.
- Confident and inspiring leadership style with excellent communication skills.
- Highly organised with strong planning and prioritisation abilities.
- University degree in Tourism, Hospitality, Marketing, or similar (preferred).
- Fluency in English; additional languages are a plus.
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 discrimination, 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 all our collaborators, we make it possible.