Aura Manager

Area: Guest Experience and Customer Service

Location: London, GB

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.

Job mission

As Aura Manager, you will bring the ME brand to life by shaping how guests feel throughout their journey. You will create emotionally engaging, culturally relevant and personalised experiences that go beyond traditional service, ensuring every interaction reflects the brand's lifestyle positioning and delivers a strong sense of value and connection.

Your responsibilities

• Bring the ME brand to life through service style, guest interaction and atmosphere
• Curate and elevate the end-to-end guest journey, from arrival to departure
• Build strong relationships with VIP, loyal and high-value guests
• Anticipate guest needs and deliver personalised, meaningful experiences
• Act as a cultural host, connecting guests with local lifestyle, art, music and gastronomy
• Collaborate with Marketing to support events, activations and cultural programming
• Identify opportunities to enhance guest experience and perceived value
• Monitor guest feedback and implement continuous improvements
• Coordinate with all departments to ensure seamless and elevated service delivery
• Contribute to the development of signature touchpoints and brand-led experiences

What are we looking for

• Experience in luxury or lifestyle hospitality environments
• Background in Guest Experience, Front Office leadership, VIP relations or concierge
• Strong understanding of high-end service and personalised guest journeys
• Charismatic, emotionally intelligent and guest-focused approach
• Culturally aware with interest in lifestyle trends (art, music, fashion, gastronomy)
• Excellent communication and interpersonal skills
• Ability to think strategically and execute operationally
• Strong organisational skills and attention to detail
• Commercial awareness and understanding of guest value perception
• Fluency in English (additional languages are a plus)

Equality and diversity

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace and to fostering an inclusive, non-discriminatory environment for all employees. Diversity and inclusion are essential to our success as a global company.