Guest Experience Manager

Job Summary

The Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards to achieve maximum customer satisfaction, offering unique and personalised experiences and optimising economic and human resources.

• Handle all VIP and special reservations.
• Ensure compliance with all quality standards and apply them consistently across operations.
• Coordinate activities with various departments throughout the hotel to increase communication and guest satisfaction.
• Monitor the hotel response system to ensure requests and defects are addressed promptly and followed up with guests.
• Act as liaison between the corporate brand/marketing team and the property.
• Track guest satisfaction surveys and maximise usage of the guest response tracking system.
• Manage major communications with guests via Trip Advisor, Google, and third‑party sites.

• University degree, preferably in Tourism, Hospitality, Marketing or a related field.
• Advanced English; a third language is an asset.
• Knowledge of brand strategies.
• Knowledge of hotel management and/or Customer Experience tools.
• Financial acuity.
• Understanding of hotel operations.
• Ability to lead and inspire a team.
• Strong organisational and planning skills.
• Analytical capacity.
• Proactivity and innovation.
• Excellent communication skills.
• High commitment to service.
• Problem‑solving skills.
• Attention to detail.
• Minimum of three years in a similar position within the hospitality industry.

• My Meliá
  
  Rewards – exclusive loyalty programme for employees.
• My Meliá
  
  Benefits – flexible remuneration, discounts, wellness programmes and charitable initiatives.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other protected classification under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company.