Address“The world is yours with Meliá”
#LI-IV1
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family
About ME London
ME by Meliá is a collection of hotels in which culture, lifestyle and the ME People community come together to create an inimitable personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene. Music, art, design, fashion and gastronomy make up the ME scene to provide visitors with an experience beyond accommodation. If you radiate energy and have a personal style that captivates others, if you like to follow the latest trends and live for the moment; if you love music, culture and new technologies… Then you connect with the ME by Meliá brand.
** Salary package: from £37,000 up to £40,000 plus commission // Health cash back plan // Meals on duty // Pension scheme // Loyalty rewards and referral bonuses // many more**
Guest Experience Manager
Responsibilities will include, but are not limited to:
- To 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.
- Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
- Manage guests’ incidents, following the established protocols.
- Manage and supervise the Guest Service Line team, ensuring the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
- Research and develop innovative experiences and services that keep the hotel at the forefront.
- Follow up on the defined budget, ensure compliance with it, and report any deviations that may occur within the department. Additionally, participate in the definition of the necessary corrective measures to minimise negative impacts.
- Ensure the fulfilment of their department’s economic goals while being aware of the hotel’s economic goals, as well as their fulfilment.
- Analyse and solve possible incidents that may arise within the department.
- Identify high potential staff and actively participate in the development of their team and trainees.
- Keep track of the presence of the staff under their command and resolve any possible incidents.
- Plan work shifts, absence control, as well as promote the use of holiday period by team members.
- Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
Our successful candidate will have:
- 2 years’ managerial experience in a Guest Experience department.
- Knowledge of brand strategies
- Knowledge of hotel management and/or customer experience tools
- Knowledge of hotel operations
- Ability to lead and inspire a team, aligned with excellent communication skills
- Organisation and planning skills
- University degree, preferably Tourism or Hospitality, Marketing or similar.
- Fluency in English and an additional language would be a plus.
Because belonging to the great Meliá family is being VIP
Our Benefits Package Includes:
- Competitive Salary
- Holidays: 29 days’ holiday including 8 public holidays
- Contributory pension scheme
- Refer a friend bonus: £500 (subject to successfully completed 6 months’ probation)
- Discounted dental and health cover with HSF
- Travel & Food discounts: excellent employee special rates in Melia Hotels worldwide for our team members, their friends & families while travelling and staying in our hotels including F&B discount (subject to individual outlets)
- Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform
- Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules)
- High street discounts: with Perks at Work
The successful candidate must already have eligibility to work in the UK.
At Meliá we are all VIP
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, VIPPeople.
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 dicrimination, 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 al our collaborators, we make it possible.
If you want to be “Very Inspiring People“, follow us on:
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