Guest Experience Manager

• Knowledge of brand strategies

• Knowledge of hotel management tools and/or Customer Experience.

• Financial knowledge.

• Knowledge of Hotel Operations.

• Ability to lead and inspire a team.

• Organization and planning.

• Analytical capacity.

• Proactivity and Innovation.

• Excellent communication skills.

• High vocation for service.

• Problem-solving capacity.

• Attention to detail

3 years in a similar position in the hotel sector.

University degree, preferably in Tourism or Hospitality, Marketing, or similar

Advanced Spanish and English. A third language is valued.

• 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.

• Joining an international hotel chain

• Continuous training and professional development

• Good working environment

• Possibilities for internal growth

• Employee benefits and discounts (Meliá Rewards)

"The world is yours with Meliá"

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.

At the Meliá Barajas hotel, we are looking for a Guest Experience Manager as the head of the department at the hotel, ensuring compliance with product, service, and image standards for maximum customer satisfaction, always offering them unique and personalized experiences and committing to achieving excellence in customer satisfaction and the optimization of the economic and human resources under their responsibility.

• Be the brand spokesperson at the hotel, ensuring optimal implementation of the attributes, standards, and manuals applicable to their department, as well as ensuring compliance in the other areas, defining improvement plans if necessary.

• Overseeing the guest experience, personalizing their stay, anticipating their needs, and exceeding their expectations.

• Implement the different customer experience management tools, as well as monitor and analyze Voice of the Customer results, ensuring compliance with the set objectives and defining improvement plans if necessary.

• Define and implement the digital customer experience during their stay according to the global strategy.

• Managing guest incidents, following established protocols.

• Adapt standards susceptible to local product customization.

• Conduct negotiations with external suppliers, following the established product guidelines.

• Define, develop, and implement the hotel's Sensory Architecture strategy regarding lighting, decoration, aroma, and background music, ensuring compliance across the different areas.

• Approve material orders, following the set product guidelines, for the best optimization of economic resources, ensuring optimal control of their department's inventories.

• Define and implement the Experience and/or Event Program strategy as applicable.

• Define, implement, and manage the Entertainment program strategy if applicable.

• 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 final customer satisfaction.

• 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 final customer satisfaction.

• Seek and analyze information about the competition to maintain the hotel's positioning.

• Research and develop innovative experiences and services that keep the hotel at the forefront.

• Manage the hotel's seasonal closing and reopening processes.

• Coordinate, implement, and analyze the pilots determined in their area.