Guest Experience Supervisor

Meliá Hotels International; Greater London; On-site; GBP 28,000 - 29,000; Full time

Job summary

Join a vibrant team at a leading hotel brand where you can create unforgettable experiences for guests. As a Guest Experience Supervisor, you will be the first point of contact, setting the tone for their stay with exceptional service. Your role involves managing VIP arrivals, training new team members, and ensuring seamless operations. This is an exciting opportunity to thrive in a fast-paced environment, enhance your hospitality skills, and grow within a network of over 350 hotels worldwide. If you are passionate about delivering outstanding guest experiences, this role is perfect for you.

Benefits

28 days holiday including public holidays

Contributory pension scheme

Refer a friend bonus

Discounted dental and health cover

Travel & Food discounts

Personal Development programs

Career growth opportunities

High street discounts

Pay Day Parties

Qualifications

• Fluent in English; Spanish is a bonus.
• Exceptional attention to detail and organizational skills.

Responsibilities

• Support the Aura Manager in departmental duties and responsibilities.
• Anticipate guest needs and exceed their expectations.
• Handle guest requests and complaints promptly.

Skills

Fluent English communication

Attention to detail

Organizational skills

Team collaboration

Customer service

Job description

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AURA & Guest Experience Manager at ME London

About ME London Hotel, WC2R 1HA

ME by Meliá is a collection of hotels in which culture, lifestyle and The ME People community come together to create an inimitable personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene. Music, art, design, fashion and gastronomy make up the ME scene to provide visitors with an experience beyond accommodation. If you radiate energy and have a personal style that captivates others, if you like to follow the latest trends and live for the moment; if you love music, culture and new technologies… Then you connect with the ME by Meliá brand.

Join Our Team and Be Part of Something Exceptional!

We’re searching for a passionate and dedicated Guest Experience Supervisor to help us create unforgettable moments for our guests. As the first point of contact, you’ll set the tone for their stay, delivering outstanding service that exceeds expectations.

Mission

You’ll be at the heart of our guest experience, ensuring every interaction is warm, professional, and memorable. From managing first impressions to assisting VIP arrivals, your role will be pivotal in delivering our signature exceptional service.

Responsibilities

1. Support the Aura Manager and the Assistant Aura Manager in all departmental duties and responsibilities.
2. Anticipate guest and VIP needs, ensuring their expectations are exceeded.
3. Promptly handle guest requests and complaints, providing resolutions within 48 hours.
4. Stay updated on hotel promotions and services to offer personalized upsell and cross-sell opportunities.
5. Lead the Aura team to deliver seamless daily operations and exceptional guest experiences.
6. Prepare for VIP arrivals and assist with their arrivals and departures.
7. Train and mentor new team members to uphold our high standards.
8. Assist with administrative tasks such as updating payroll systems and liaising with HR when necessary.

Our successful candidate will:

1. Communicate fluently in English (written and spoken). Spanish is a bonus!
2. Understand the importance of their role in enhancing the overall guest experience.
3. Be a team player with a collaborative spirit.
4. Have exceptional attention to detail and organizational skills.
5. Be passionate about hospitality and thrive in a fast-paced environment.

The successful candidate must already have eligibility to work in the UK.

Benefits

1. Holidays: 28 days’ holiday including 8 public holidays.
2. Contributory pension scheme.
3. Refer a friend bonus: £500 (subject to successfully completed 6 months’ probation).
4. Discounted dental and health cover with HSF.
5. Travel & Food discounts: excellent employee special rates in Melia Hotels worldwide for our team members, their friends & families while travelling and staying in our hotels including F&B discount (subject to individual outlets).
6. Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform.
7. Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules).
8. High street discounts: with Perks at Work.
9. Pay Day Parties.

Salary Package

From £28,000 up to £28,325 plus Service Charge.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Hospitality