Guest Experience Supervisor

Guest Experience; Greater London; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Global opportunities

Hotel discounts

Service charge

Life Assurance

Health plan

Pension scheme

Meals on duty

29 days holiday

Learning platform

Perks at Work

Refer-a-friend bonus

Job summary

ME London is seeking a Guest Experience Supervisor to support the Guest Experience Manager and lead the lobby and public areas with a focus on personalised guest journeys. The role calls for high standards, proactive service, and team collaboration to uphold ME London's luxury hospitality vibe.

Join a dynamic team at ME London and contribute to VIP experiences, operational efficiency, and exceptional service in a renowned lifestyle destination.

Qualifications

• Previous experience in a luxury hotel or lifestyle hospitality.
• Strong guest relations and problem-solving skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Support the Guest Experience Manager in daily operations of the department.
• Deliver personalised guest service and handle requests professionally.
• Supervise the guest journey from arrival to departure for a seamless stay.
• Coordinate VIP arrivals and special requests with other departments.
• Assist with onboarding and training of new team members in Guest Experience.
• Ensure compliance with hotel policies, health and safety procedures.

Skills

Guest relations

Problem-solving

Communication

Interpersonal skills

Attention to detail

Team supervision

Fourth payroll system

Tools

Fourth

Job description

“The world is yours with Meliá”

Joining Meliá Hotels International 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.

Guest Experience Supervisor
Department: Guest Experience
Location: ME London
Reports to: Guest Experience Manager
Package: Competitive salary + service charge + company benefits

About ME London

ME by Meliá is a collection of lifestyle hotels where culture, creativity and community come together to create something truly distinctive. Each ME hotel is deeply connected to its destination, becoming a social hub that attracts the city’s cultural scene. Music, art, design, fashion and gastronomy define the ME experience — offering our guests far more than just a place to stay.

If you radiate energy, have a strong personal style, love culture, trends, music and innovation, and enjoy creating memorable experiences, then ME by Meliá is the place for you.

What’s in it for you?

• Global career opportunities across more than 350 hotels worldwide
• Hotel discounts for you, your friends & family across the globe
• Generous service charge
• Life Assurance x3 salary
• Health cash plan & discounted dental and optical cover
• Pension scheme
• Meals on duty
• 29 days holiday including bank holidays
• Access to Meliá’s learning and development platform
• High-street discounts through Perks at Work
• Refer-a-friend bonus scheme

Mission

As Guest Experience Supervisor, you will support the Guest Experience Manager in delivering exceptional service standards across the hotel, ensuring every guest journey is personalised, seamless, and memorable.

You will lead by example within the lobby and public areas, acting as an ambassador for the brand while supervising daily operations, supporting the Guest Experience team, and ensuring service excellence at every touchpoint.

With a strong focus on guest satisfaction, VIP experiences, operational efficiency, and team collaboration, you will help maintain ME London’s position as a leading lifestyle destination.

Key Responsibilities

Operational Excellence

• Support the Guest Experience Manager in the daily operation of the department
• Deliver exceptional and personalised guest service, ensuring all requests and concerns are handled efficiently and professionally
• Supervise the guest journey from arrival to departure, ensuring a seamless experience throughout the stay
• Anticipate guest and VIP needs, exceeding expectations whenever possible
• Handle guest feedback and complaints promptly, following company procedures and service recovery standards
• Coordinate VIP arrivals, amenities, and special requests in collaboration with operational departments
• Maintain strong communication with Front Office, Housekeeping, Food & Beverage, Security, and other departments to ensure service excellence
• Monitor hotel standards and procedures across guest-facing areas to maintain luxury presentation and service consistency
• Promote hotel facilities, services, and experiences through upselling and cross-selling opportunities
• Support departmental administration including rota management, payroll coordination through Fourth, and operational reporting
• Assist with onboarding and training new team members within the Guest Experience department
• Ensure compliance with hotel policies, health & safety procedures, and emergency protocols

What we’re looking for

• Previous experience in a luxury hotel or lifestyle hospitality environment
• Strong guest relations and problem-solving skills
• Excellent communication and interpersonal abilities
• High attention to detail and service standards
• Ability to remain calm and professional in a fast-paced environment
• Experience supervising or supporting a front-of-house or guest services team
• Knowledge of hotel systems and payroll/rota platforms such as Fourth is advantageous
• Fluent English required; additional languages are a plus

Because belonging to the great Meliá family is being VIP

At Meliá Hotels International, 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.

Follow us on: Instagram – LinkedIn – Twitter – Indeed – Glassdoor

Compensation: Competitive salary