€500
🇬🇧Assistant Guest Experience Manager - Torre Melina A Gran Melia
On-site in Barcelona·Added 4 days ago
Meliá Hotels
317 open roles
What they ask for
Have the right to work in Spain
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.
Work on-site in Barcelona
No relocation package mentioned.
You'll most likely need Spanish to apply.This job was automatically translated to English,.
The role
Melià Hotels International is looking for an Assistant Guest Experience Manager to join our team at Torre Melina Gran Melià Hotel
MISSION: The Assistant Guest Experience Manager supports the department head in the development and implementation of the departmental strategy established at the hotel, committing to achieving excellence in guest satisfaction and the optimization of economic and human resources under their responsibility.
What you'll do
- Support the department head, ensuring optimal implementation of the attributes, standards, and manuals applied in their department, as well as ensuring compliance across the remaining areas, supporting the implementation of improvement plans when necessary.
- Ensure the customer experience, personalizing their stay, anticipating their needs, and exceeding their expectations.
- Support the implementation of the different guest experience management tools, as well as monitor and support the analysis of Guest Voice results, ensuring compliance with established objectives and supporting the creation of improvement plans when necessary.
- Support the implementation of the digital guest experience during their stay according to the global strategy.
- Managing guest incidents, following established protocols.
- Support the adaptation of standards subject to local customization of the product.
- Support negotiations with external suppliers, following established product guidelines.
- Support the development, definition, and implementation of the hotel's Sensory Architecture strategy, regarding lighting, decoration, scent, and background music, ensuring compliance across the different areas.
- Verify hotel material orders following established product guidelines, to better optimize economic resources, ensuring optimal inventory control for the department.
- Support the implementation of the Experience and/or Event Program strategy as applicable.
- Support the definition, implementation, and management of the Entertainment program strategy as applicable.
- Support the management and supervision of the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve final guest satisfaction.
- Support the management and supervision of the Guest Services / Concierge / Butler / Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve final guest satisfaction.
- Researching and analyzing information about the competition to maintain the hotel's positioning.
- Researching and developing innovative experiences and services that keep the hotel at the forefront.
- Support the hotel's seasonal closing and reopening processes.
- Coordinate, support the implementation and analysis of the pilots determined within their area.
Pay & benefits
What you'll get
- 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.
The role
Melià Hotels international está buscando un/una Assistant Guest Manager para unirse a nuestro equipo en Torre Melina Gran Melià Hotel
MISIÓN: El Assistant Guest Experience Manager apoya al responsable del departamento en el desarrollo e implementación de la estrategia departamental establecida en el hotel, comprometiéndose a lograr la excelencia en la satisfacción del cliente y la optimización de los recursos económicos y humanos bajo su responsabilidad.
What you'll do
- Apoyar al responsable del departamento, asegurando una óptima implementación de los atributos, estándares y manuales que aplican en su departamento, así como velar por su cumplimiento en el resto de las áreas, apoyando en la realización de planes de mejora en caso necesario.
- Velar por la experiencia del cliente, personalizando su estancia, anticipándose a sus necesidades y superando sus expectativas.
- Apoyar en la implementación de las diferentes herramientas de gestión de la experiencia del cliente, así como monitorizar y apoyar en el análisis los resultados de la Voz del Cliente, velando por el cumplimiento de los objetivos marcados y apoyando en la creación de planes de mejora en caso necesario.
- Apoyar en la implementación la experiencia digital de los clientes durante su estancia según la estrategia global.
- Gestionar las incidencias de clientes, siguiendo los protocolos establecidos.
- Apoyar en la adaptación de los estándares susceptibles a la customización local del producto.
- Apoyar en las negociaciones con proveedores externos, siguiendo las pautas de producto establecidas.
- Apoyar en la definición, desarrollo e implementación de la estrategia de Arquitectura Sensorial del hotel, en cuanto a iluminación, decoración, aroma e hilo musical, asegurándose de su cumplimiento en las distintas áreas.
- Verificar los pedidos de material de los hoteles siguiendo las pautas de producto marcadas, para la mejor optimización de los recursos económicos, asegurándose de un óptimo control de los inventarios del departamento.
- Apoyar en la implementación de la estrategia del Experience y/o Event Program según aplique.
- Apoyar en la definición, implementación y gestión de la estrategia del programa de Entertainment según aplique.
- Apoyar en la gestión y supervisión del equipo del Guest Service Line (si aplica), asegurando que se cumplen de manera eficiente los estándares y servicios establecidos para el departamento para conseguir la satisfacción final del cliente.
- Apoyar en la gestión y supervisión del equipo de Guest Services / Concierge / Butler / Destination Concierge (si aplica), asegurando que se cumplen de manera eficiente los estándares y servicios establecidos para el departamento para conseguir la satisfacción final del cliente.
- Buscar y analizar información sobre la competencia para mantener el posicionamiento del hotel.
- Investigar y desarrollar experiencias y servicios innovadores que mantengan al hotel a la vanguardia.
- Apoyar en los procesos de cierre y reapertura por temporada del hotel.
- Coordinar, apoyar en la implementación y en el análisis de los pilotos que se determinen en su área.
Pay & benefits
What you'll get
- My MeliáRewards: Participa en nuestro programa de fidelidad exclusivo, disfrutando de beneficios y ventajas únicas.
- My MeliáBenefits: Aprovecha la compensación flexible y los descuentos exclusivos en una amplia variedad de productos y servicios, promoviendo un estilo de vida activo y saludable.
About Meliá Hotels
Meliá Hotels International is a Spanish hotel company and one of the world's largest resort hotel chains. Founded in Palma de Mallorca in 1956, the company operates over 350 hotels across more than 40 countries, spanning brands such as Gran Meliá, Meliá, ME by Meliá, Innside by Meliá, and Paradisus. The company is a global leader in the hospitality industry, with a strong focus on leisure and business travel, and is known for its Mediterranean heritage and premium service standards.
Meliá has a very significant presence in Spain, its home market, with a wide network of hotels across the Balearic Islands, the Canary Islands, and the mainland. The company is a major employer in Spain, offering a wide range of roles in hotel operations, food and beverage, and management. For international professionals, Meliá offers opportunities to work in a dynamic, multicultural environment within a leading global hospitality brand, with roles often requiring Spanish language skills and a passion for customer service.
- Industry
- Hotels
- Founded
- 1956
- Employees
- 40,000–50,000
- Headquarters
- Palma de Mallorca, Spain
- In Spain
- Palma de Mallorca, Madrid, Barcelona and 17 more
- Website
- melia.com
Good to know if you are moving
- Meliá is a Spanish company, so working there offers a direct path to living and working in Spain, particularly in popular tourist destinations like the Balearic and Canary Islands.
- The company operates a large number of hotels in Spain, providing many job opportunities in various departments such as food & beverage, housekeeping, and front office.
- As a global hotel chain, Meliá has a multicultural workforce, and English is often used in international tourist destinations, making it accessible for non-Spanish speakers.
- The company offers internal mobility and career development opportunities within its extensive portfolio of hotels in Spain and worldwide.
- Many roles, especially in food & beverage and housekeeping, may require Spanish language skills to interact with local staff and guests.
In their own words
About the company & team
Discover an endless path at Meliá, where opportunities for growth and development are infinite. Immerse yourself in a journey that will take you to work in various countries and become part of our extensive global family.
Additional information
At Meliá Hotels International, we are committed to equal opportunities for men and women in the workplace, with the support of management and the principles set out in our Human Resources policies. We also promote a company culture dedicated to effective equality and raise awareness of the need to act jointly and globally.
We promote our commitment to equality and diversity, avoiding any form of discrimination, especially related to disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are fundamental to our success as a global company.
Furthermore, we are committed to the sustainable growth of our sector through a large, socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to all our collaborators for making this possible.
To protect you and avoid fraud in the selection processes, we invite you to consult our recommendations on the page "Protect your application".
If you want to be "Very Inspiring People",
About the company & team
Descubre un camino sin límites en Meliá, donde las oportunidades de crecimiento y desarrollo son infinitas. Sumérgete en un viaje que te llevará a trabajar en varios países y a formar parte de nuestra extensa familia global.
Additional information
En Meliá Hotels International apostamos por la igualdad de oportunidades entre mujeres y hombres en el ámbito laboral, contando con el compromiso de la dirección y con los principios contenidos en las políticas de Recursos Humanos. Asimismo, nos importa la difusión entre toda la plantilla de una cultura empresarial comprometida con la igualdad efectiva, y la sensibilización de sobre la necesidad de actuar conjunta y globalmente.
Impulsamos nuestro compromiso con la igualdad y la diversidad, evitando cualquier tipo de discriminación, especialmente, la relacionada con motivos de discapacidad, raza, religión, género o edad. Creemos que la diversidad y la inclusión entre nuestras personas trabajadoras es fundamental para nuestro éxito como compañía global.
Además, apostamos por el crecimiento sostenible de nuestro sector a través de un gran equipo humano socialmente responsable. En este sentido, nuestro lema es "Hacia un futuro sostenible, desde un presente responsable" Gracias a todos/as los colaboradores/as lo hacemos posible.
Para protegerte y evitar fraudes en los procesos de selección, te invitamos a consultar nuestras recomendaciones en la página "Protege tu candidatura".
Si quieres ser "Very Inspiring People",
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