Guest Experience Manager

Melia Purosani Hotel Yogyakarta; British Columbia; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading hotel brand in Canada is seeking a Guest Experience Manager to ensure exceptional customer satisfaction and optimal service standards. The ideal candidate will have a university degree in Tourism or Hospitality and three years of experience in a similar role. Responsibilities include personalising guest experiences, managing the Guest Service team, and implementing customer experience tools. Join this dynamic environment that promotes growth and equal opportunities while being part of a diverse and inclusive team.

Benefits

My MeliáRewards

Flexible compensation and discounts

Qualifications

• 3 years in a similar position in the hospitality industry.
• Advanced English language skills.
• Experience with customer experience tools.

Responsibilities

• Ensure optimal implementation of brand standards.
• Personalise the customer experience.
• Manage and supervise the Guest Service Line team.

Skills

Ability to lead and inspire a team

Excellent communication skills

Proactivity and Innovation

Attention to detail

Problem-solving skills

Education

University degree in Tourism or Hospitality

Job description

GUEST EXPERIENCE MANAGER

“The world is yours with Meliá”

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family.

Benefits we offer

• 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.

Be proud to belong to Meliá as we are proud of you

MISSION

The Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility.

YOUR TASKS

• 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.
• Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.
• Define and implement the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Adapt the standards subject to the local customisation of the product.
• Support negotiations with external suppliers, following the product guidelines set.
• Define, develop and implement the hotel’s Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.
• Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories.
• Define and implement the strategy of the Experience and/or Event Programme as applicable.
• Define, implement and manage the Entertainment programme 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 ultimate 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 ultimate customer satisfaction.
• Search and analyse information on the competitors to maintain the hotel positioning.
• Research and develop innovative experiences and services that keep the hotel at the forefront.
• Manage the hotel's seasonal closure and reopening processes.
• Coordinate, implement and analyse the pilots that are determined in their area.

WHAT ARE WE LOOKING FOR

University degree, preferably Tourism or Hospitality, or similar.

Language Skills advanced English.

• Development of management tools and processes, as well as improvement of KPIs.
• Knowledge of brand strategies
• Knowledge of hotel management and/or Customer Experience tools.
• Financial knowledge.
• Knowledge of Hotel Operations.
• Ability to lead and inspire a team.
• Organisation and planning.
• Analytical capacity.
• Proactivity and Innovation.
• Excellent communication skills.
• High vocation for service.
• Problem-solver.
• Attention to detail.
• Excellent communication skills
• Problem-solving skills.

External: 3 years in a similar position in the hospitality industry. Internal: At least 2 years’ experience in the Guest Experience department in a manager role.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

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, VIP People.

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 discrimination, 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 all our collaborators, we make it possible.

Equal Opportunity Statement

At Meliá Hotels International, we believe in equal opportunity and inclusion for all, and we are an inclusive employer committed to diversity and inclusion. We promote equality, diversity, and inclusion in our organization and we are committed to providing a fair and inclusive workplace for all applicants and employees and we are an inclusive employer providing a balanced diversity and inclusion org.

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