Guest Experience Manager

Melia Hotels International S.A.(Meliá); Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading hotel chain in Greater London is seeking a Guest Experience Manager, who will act as the brand ambassador ensuring outstanding guest experiences. Responsibilities include leading the Guest Service Line team, delivering personalized guest experiences, and managing hotel operations. The ideal candidate has at least 2 years of management experience, strong leadership skills, and a relevant university degree. This role offers a great opportunity for professional growth in a supportive environment.

Benefits

My MeliáRewards program

Flexible compensation and discounts

Qualifications

• Minimum 2 years’ management experience in a Guest Experience or similar function.
• Strong knowledge of hotel operations and brand standards.
• Confident and inspiring leadership style.

Responsibilities

• Act as the hotel’s brand ambassador, ensuring full implementation of brand standards.
• Deliver personalised guest experiences by anticipating needs.
• Lead and manage the Guest Service Line team.

Skills

Leadership

Communication

Organization

Guest Experience

Education

University degree in Tourism, Hospitality, Marketing or similar

Tools

Hotel management systems

Guest experience tools

Job description

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.

Discover some of the 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 😉

Job mission:

As Guest Experience Manager, you will be the brand ambassador of the hotel, ensuring outstanding guest experiences at every touchpoint. Your mission is to personalise each stay, anticipate guest needs, lead the Guest Service Line team, and drive service excellence while supporting the hotel’s financial and operational objectives.

Your responsibilities:

• Act as the hotel’s brand ambassador, ensuring full implementation of brand standards and service excellence.
• Deliver personalised guest experiences by anticipating needs and exceeding expectations at every touchpoint.
• Lead, manage, and motivate the Guest Service Line team to consistently achieve outstanding service levels.
• Handle and resolve guest incidents in line with established procedures and brand guidelines.
• Drive innovation by developing and implementing new guest experiences and service initiatives.
• Monitor and manage the departmental budget, identifying variances and implementing corrective actions.
• Support the achievement of departmental and overall hotel financial targets.
• Identify, develop, and retain high-potential talent within the team through effective leadership and coaching.
• Oversee rota planning, attendance, and absence management to ensure optimal staffing levels.
• Ensure full compliance with Health & Safety standards and procedures at all times.

What are we looking for:

• Experience: Minimum 2 years’ management experience in a Guest Experience or similar function.
• Strong knowledge of hotel operations and brand standards.
• Experience using hotel management systems and guest experience tools.
• Confident and inspiring leadership style with excellent communication skills.
• Highly organised with strong planning and prioritisation abilities.
• Education: University degree in Tourism, Hospitality, Marketing, or similar (preferred).
• Languages: Fluency in English; additional languages are a plus.

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 al our collaborators, we make it possible.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.

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