Assistant Guest Experience Manager - Palazzo Cordusio Gran Melia Hotel

Meliá Hotels International; Milano; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A prestigious hotel chain in Milan is seeking an Assistant Guest Experience Manager to support the Head of Department in enhancing customer satisfaction and optimizing resources. This role requires fluency in Italian and English, a degree in a relevant field, and at least 2 years of experience in hospitality. You'll deliver personalized guest experiences, manage incidents, and work towards establishing standards and procedures. Join us in our mission toward sustainable and responsible growth!

Servizi

MeliáRewards loyalty program benefits

Flexible compensation and exclusive discounts

Competenze

• At least 2 years of experience in the hospitality industry, preferably in customer-facing or Guest Experience roles.
• A third language is a plus.

Mansioni

• Support the Head of Department in implementing standards and procedures.
• Deliver a personalized guest experience and manage incidents.
• Use Customer Experience tools and analyze feedback.
• Support the digital guest journey and local adaptation of standards.
• Coordinate with external suppliers for Sensory Architecture elements.
• Monitor inventories and assist with budget control.
• Support Experience, Events, and Entertainment programs.
• Analyze competitor trends for innovative experiences.
• Assist with seasonal opening/closing and ensure Health & Safety compliance.

Conoscenze

Fluent in Italian

Fluent in English

Knowledge of hotel operations

Strong communication skills

Organizational skills

Analytical skills

Problem-solving skills

Proactive and service-oriented

Detail-focused

Team player

Formazione

Degree in Tourism, Hospitality, Marketing or similar

Descrizione del lavoro

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 🚀

Mission

The Assistant Guest Experience Manager supports the Department Manager in the development and implementation of the departmental strategy established in the hotel, committing to achieve excellence in customer satisfaction and the optimisation of economic and human resources under their responsibility.

Benefits

• 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.

Responsibilities

• Support the Head of Department in implementing standards, procedures and brand attributes.
• Deliver a personalised guest experience, anticipating needs and managing incidents.
• Use Customer Experience tools, analyse feedback and contribute to improvement plans.
• Support the digital guest journey and local adaptation of standards.
• Coordinate with external suppliers and contribute to Sensory Architecture elements (lighting, aroma, music, décor).
• Monitor inventories, optimise orders and assist with departmental budget control.
• Support Experience, Events and Entertainment programmes, as well as Guest Services/Concierge teams (if applicable).
• Analyse competitor trends and help develop innovative experiences.
• Assist with seasonal opening/closing processes and ensure Health & Safety compliance.

Qualifications

• Languages: Fluent in Italian and English; a third language is a plus.
• Education: Degree in Tourism, Hospitality, Marketing or similar.
• Experience: At least 2 years of experience in the hospitality industry, preferably in customer‑facing or Guest Experience roles.
• Skills:
  • Knowledge of hotel operations, brand strategy and Customer Experience tools.
  • Strong communication, organisation, analytical and problem‑solving skills.
  • Proactive, innovative, service‑oriented and detail‑focused.
  • Team player with leadership potential.

Equal Opportunity Statement

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 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 all our collaborators, we make it possible.