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"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.
MISSION: The Guest Experience Manager is the person with ultimate responsibility for 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.
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.
At Meliá Hotels International we are committed to equal opportunities between women and men in the workplace, with the support of management and the principles contained in our Human Resources policies. We also care about spreading a corporate culture committed to effective equality throughout the entire workforce, and raising awareness of the need to act jointly and globally.
We promote our commitment to equality and diversity, avoiding any type of discrimination, especially that related to disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees is fundamental to our success as a global company.
Furthermore, we are committed to the sustainable growth of our sector through a great, socially responsible human team. In this regard, our motto is "Towards a sustainable future, from a responsible present" Thanks to all our collaborators we make this possible.
To protect you and prevent fraud in the selection processes, we invite you to consult our recommendations on the "Protect your candidacy" page.
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