Guest Experience Manager

hace 2 días

Barcelona, Barcelona, España Melia Hotels International A tiempo completo
Mission:

The Guest Experience Manager is responsible for ensuring the highest standards of service and quality in the hotel, providing unique and personalized experiences for guests, and optimizing resources to achieve exceptional customer satisfaction.

Responsibilities:
  • Be the voice of the brand in the hotel, ensuring the implementation of brand attributes, standards, and manuals, and monitoring compliance across all areas.
  • Personalize the guest experience, anticipating and exceeding their expectations.
  • Implement customer experience management tools, monitor and analyze guest feedback, and define improvement plans as needed.
  • Develop and implement digital guest experiences in line with global strategy.
  • Manage guest incidents, following established protocols.
  • Customize product standards as needed.
  • Negotiate with external suppliers, following product guidelines.
  • Develop and implement the hotel's sensory architecture, including lighting, decoration, aroma, and music, ensuring compliance across all areas.
  • Approve material orders, following product guidelines, to optimize resources and control inventory.
  • Develop and implement the Experience and/or Event Program, as applicable.
  • Develop and implement the Entertainment Program, as applicable.
  • Manage and supervise the Guest Service Line team, ensuring efficient standards and services are met to achieve guest satisfaction.
  • Manage and supervise the Guest Services/Concierge/Butler and Destination Concierge team, ensuring efficient standards and services are met to achieve guest satisfaction.
Requirements:
  • Education in Tourism, Hospitality, or related field.
  • High level of customer orientation and teamwork.
  • High level of English proficiency, with a second language valued.
  • Proactive, dynamic, and service-oriented person.
  • University degree, preferably in Tourism, Hospitality, Marketing, or related field.
  • Knowledge of brand strategies.
  • Knowledge of hotel management tools and/or customer experience tools.
  • Financial knowledge.
  • Knowledge of hotel operations.
  • Leadership and inspiration skills.
  • Organization and planning skills.
  • Analytical skills.
  • Proactivity and innovation.
  • Excellent communication skills.
  • High level of service orientation.
  • Problem-solving skills.
  • Attention to detail.
  • 2 years of experience in a similar position in the hospitality industry.
Benefits:

As a member of the Meliá team, you'll enjoy exclusive benefits, including flexible remuneration, exclusive discounts on products and services, active and healthy lifestyle options, and social responsibility initiatives.

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