Guest Experience Manager North UK

Melia Hotels International S.A.(Meliá); Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player invites you to join their dynamic team as a Guest Experience Manager. In this role, you will be the driving force behind creating unforgettable guest experiences at multiple hotel locations. Your responsibilities will include personalizing stays, managing customer incidents, and innovating guest services to uphold the highest standards of excellence. This is an exciting opportunity to thrive in a fast-paced environment, working with a passionate team dedicated to elevating the guest experience. If you have a keen eye for detail and a love for hospitality, this role is perfect for you.

Benefits

29 days holiday including public holidays

Contributory pension scheme

Refer a friend bonus

Discounted dental and health cover

Personal Development Programs

Awards and Recognition Programs

Career growth opportunities

High street discounts

Meals on duty

Payday Parties

Qualifications

• 3+ years of experience in a similar role within hospitality.
• Deep understanding of hotel operations and brand strategies.

Responsibilities

• Personalize guest stays and anticipate needs.
• Define and implement guests' digital experience.

Skills

Customer Experience Management

Problem-Solving

Organizational Skills

Communication Skills

Analytical Skills

Education

Experience in Hospitality Industry

Tools

Customer Experience Management Tools

Job description

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Area: Guest Experience and Customer Service

Location: Manchester, GB

“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 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.

Guest Experience Manager #LI-IV1

Are you passionate about creating unforgettable guest experiences? Join our prestigious team as a Guest Experience Manager responsible for INNSiDE by Melia hotels in North UK (Manchester, Liverpool, Newcastle). You'll be the driving force behind ensuring our guests' stays are personalized, seamless, and exceed their highest expectations. In this dynamic role, you'll innovate guest services and uphold the highest standards of excellence. If you thrive in a fast-paced environment and have a keen eye for detail, we want you to be the face of our brand and elevate our guest experience to new heights!

**Competitive Salary plus Bonus**

Responsibilities will include, but are not limited to:

• Customer Experience: Personalize guest stays, anticipate needs, and exceed expectations using customer experience management tools.
• Digital Experience: Define and implement guests' digital experience according to our global strategy.
• Incident Management: Handle customer incidents following established protocols.
• Sensory Architecture: Develop and implement strategies for lighting, decoration, aroma, and piped music.
• Experience & Event Programs: Define and implement strategies for guest experiences and events.
• Innovative Experiences: Develop innovative experiences and services to keep the hotel at the forefront.
• Product Customization: Adapt standards to local customization needs.

What We’re Looking For:

• Based in Manchester or Liverpool (responsible for properties in Manchester, Liverpool, and Newcastle).
• 3+ years of experience in a similar role within the hospitality industry.
• Exceptional written & spoken English (Spanish is a plus!).
• Deep understanding of hotel operations, brand strategies, and customer experience tools.
• Ability to travel.
• Strong organizational, analytical, and problem-solving skills.
• Excellent communication and service-oriented mindset.

Ready to Elevate Guest Experiences? If you're a passionate and strategic thinker with a love for hospitality, apply now and join us in creating unforgettable experiences for our guests!

Because belonging to the great Meliá family is being VIP

• 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
• Great discounts with Melia Hotels Worldwide: (Friends & families discounts).
• Personal Development: Programs designed to support your career right from the start, with unlimited access to online learning platform.
• Awards and Recognition Programs: Join a culture of recognition and reward, with loyalty bonuses and referral incentives.
• Career growth: Fantastic opportunity to progress and access a network of over 350 hotels across the world (subject to local right to work rules).
• High street discounts: With Perks at Work.
• Meals on duty, Payday Parties, and Laundry

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From junior to senior roles, all possess qualities that make working at Meliá an opportunity for 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 the feeling of belonging 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 prioritize disseminating 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 discrimination based on 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. Our motto is "Towards a sustainable future, from a responsible present". Thanks to all our collaborators, we make it possible.

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