Assistant Guest Relations Manager

Guest Experience; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation package

Global career opportunities

Health medical cash plan

Company pension scheme

29 days holiday

Job summary

Guest Experience is looking for a Guest Experience & Quality Manager (Aura Manager) in London. This role involves shaping guests' emotions and creating personalized experiences that reflect the ME brand's lifestyle. Responsibilities include curating the guest journey, building strong relationships with VIP guests, and ensuring high-end service delivery. Ideal candidates will have experience in luxury hospitality, excellent communication skills, and a focus on guest satisfaction. The position offers a competitive salary and benefits including hotel discounts.

Qualifications

• Experience in luxury or lifestyle hospitality environments.
• Strong understanding of high-end service and personalized guest journeys.
• Charismatic and emotionally intelligent, with a guest-focused approach.

Responsibilities

• Bring the ME brand to life through guest interaction.
• Curate and elevate the end-to-end guest journey.
• Build strong relationships with guests and anticipate their needs.

Skills

Luxury or lifestyle hospitality experience

Guest Experience and VIP relations

High-end service understanding

Excellent communication skills

Strong organizational skills

Fluency in English

Job description

Guest Experience & Quality Manager (Aura Manager)

Department: Guest Experience / Management

Location: London, UK

Reports to: Hotel Manager

Package: Competitive package, 10% annual performance bonus, plus service charge

What’s in it for you?

• Competitive compensation package
• Global career opportunities across 350+ hotels
• Hotel discounts for you, your friends & family worldwide
• Health medical cash plan
• Company pension scheme 5%
• Loyalty rewards & refer-a-friend bonus
• 29 days’ holiday including bank holidays
• Unlimited access to Meliá’s global e-learning platform
• Career growth within a global hospitality brand
• High-street savings through Perks at Work
• Meals on duty

Mission

As Guest Experience & Quality Manager (Aura Manager), you will bring the ME brand to life by shaping how guests feel throughout their journey. You will create emotionally engaging, culturally relevant and personalized experiences that go beyond traditional service, ensuring every interaction reflects the brand’s lifestyle positioning and delivers a strong sense of value and connection.

Key Responsibilities

• Bring the ME brand to life through service style, guest interaction and atmosphere
• Curate and elevate the end-to-end guest journey, from arrival to departure
• Build strong relationships with VIP, loyal and high-value guests
• Anticipate guest needs and deliver personalized, meaningful experiences
• Act as a cultural host, connecting guests with local lifestyle, art, music and gastronomy
• Collaborate with Marketing to support events, activations and cultural programming
• Identify opportunities to enhance guest experience and perceived value
• Monitor guest feedback and implement continuous improvements
• Coordinate with all departments to ensure seamless and elevated service deliveryContribute to the development of signature touchpoints and brand-led experiences

What we’re looking for

• Experience in luxury or lifestyle hospitality environments
• Background in Guest Experience, Front Office leadership, VIP relations or concierge
• Strong understanding of high-end service and personalized guest journeys
• Charismatic, emotionally intelligent and guest-focused approach
• Culturally aware with interest in lifestyle trends (art, music, fashion, gastronomy)
• Excellent communication and interpersonal skills
• Ability to think strategically and execute operationally
• Strong organizational skills and attention to detail
• Commercial awareness and understanding of guest value perception
• Fluency in English (additional languages are a plus)

Our Commitment to Diversity & Inclusion

We are proud to be an equal opportunity employer. We celebrate diversity and strive to create an inclusive, accessible environment for all. At Meliá, we believe our differences make us stronger and help build a responsible present and a sustainable future.