Guest Experience Manager

2 settimane fa

Milan, Italia Melia Hotels International A tempo pieno

“The world is yours with Meliá”


Continuing at Meliá means advancing on a journey without borders, seizing the unlimited growth and development opportunities that our global family offers you. It's knowing that the world is yours and that your chances to work in various countries are within your reach, all while still being part of our great family.


It is experiencing one of the most exciting journeys of your life, a journey where personal and professional growth will accompany you at every step.


Are you ready to take the reins of your professional career and explore new inspiring opportunities within Meliá?


Mission of the role: 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.


What will you have to do?

  1. 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.
  2. Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
  3. Implement 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.
  4. Manage customer incidents, following the established protocols.
  5. Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.
  6. Research and develop innovative experiences and services that keep the hotel at the forefront.
  7. Identify high potential staff and actively participate in the development of their team and trainees.
  8. Conduct their team’s performance reviews.

What are we looking for?

  1. University degree, preferably in Tourism or Hospitality, Marketing or similar.
  2. At least 2 years’ experience in the Guest Experience department in a Manager role.
  3. Advanced Italian and English. A third language would be an asset.
  4. Knowledge of hotel management and/or Customer Experience tools.
  5. Knowledge of Hotel Operations.
  6. Excellent communication skills.
  7. High vocation for service.
  8. Problem-solver.
  9. Attention to detail.

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 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.


If you want to be “Very Inspiring People“, follow us on:


INSTAGRAM – TIKTOK– LINKEDIN – INDEED – GLASSDOOR

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