Guest Experience Manager

Guest Experience; Greater London; On-site; GBP 38,000 - 42,000; Full time

Job summary

A leading hospitality brand in Greater London seeks a Guest Experience Manager to ensure outstanding service and guest satisfaction. The role involves leading the Guest Service Line team, personalising guest experiences, and driving service excellence. The ideal candidate has at least 2 years of management experience in guest services and a strong knowledge of hotel operations. Competitive salary package of £38,000–£42,000 plus commission and additional perks such as a health cash back plan, meals on duty, and a company pension scheme.

Benefits

Health cash back plan

Meals on duty

Pension scheme

Loyalty rewards & referral bonuses

Qualifications

• Minimum 2 years management experience in a Guest Experience function.
• Strong knowledge of hotel operations and brand strategy.
• Experience using hotel management and customer experience tools.

Responsibilities

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

Skills

Management experience

Knowledge of hotel operations

Leadership

Excellent communication skills

Organizational skills

Education

University degree in Tourism, Hospitality, Marketing, or similar

Tools

Hotel management tools

Customer experience tools

Job description

“The world is yours with Meliá”

Joining Meliá is to embark on a journey without borders, where your potential to grow, lead and inspire has no limits. It’s knowing that the world is yours — that you can elevate your career across countless destinations, all while being part of one warm, supportive, and passionate family.

Head of Groups & Events Planning

Department: Groups & Events
Location: ME London
Reports to: General / Hotel Manager
Package: Competitive salary +10% annual performance‑related bonus+service charge

Guest Experience Manager

Salary package: £38,000–£42,000 + commission

• Health cash back plan
• Meals on duty
• Pension scheme
• Loyalty rewards & referral bonuses
• and more

What’s in it for you?

• Competitive salary with commission
• Global career opportunities across 350+ hotels
• Hotel discounts for you, your friends & family worldwide
• Health cash back plan
• Discounted dental & health cover
• Company pension scheme
• Loyalty rewards & refer‑a‑friend bonus
• 28 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 Manager, you will be the brand ambassador of the hotel, ensuring outstanding guest experiences at every touchpoint. You will personalise each stay, anticipate guest needs, lead the Guest Service Line team, and drive service excellence while supporting the hotel’s financial and operational goals.

Key Responsibilities

• Act as the hotel’s brand ambassador, ensuring full implementation of brand standards and service excellence
• Deliver personalised guest experiences, anticipating needs and exceeding expectations
• Lead, manage, and motivate the Guest Service Line team to achieve outstanding service levels
• Handle and resolve guest incidents in line with established protocols
• Drive innovation by developing new guest experiences and services
• Monitor and manage the departmental budget, reporting and addressing variances
• Support the achievement of departmental and overall hotel financial targets
• Identify, develop, and retain high‑potential talent within the team
• Oversee rota planning, attendance, and absence management
• Ensure full compliance with Health & Safety procedures

What we’re looking for

• Minimum 2 years’ management experience in a Guest Experience function
• Strong knowledge of hotel operations and brand strategy
• Experience using hotel management and customer experience tools
• Confident leader with excellent communication skills
• Highly organised with strong planning abilities
• University degree (Tourism, Hospitality, Marketing, or similar preferred)
• Fluency in English; additional languages are a plus

Because belonging to the great Meliá family is being VIP

At Meliá, our people are the heart of everything we do. Whether you’re stepping into leadership or building on your expertise, you’ll be part of a culture defined by respect, collaboration, and passion. From our newest talents to the most seasoned leaders, we are all Very Inspiring People — and that includes you.

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 fuel innovation. We are equally committed to sustainability, building a responsible present and a better future.

If you want to be a Very Inspiring Person, apply now and start your journey with Meliá.

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