Guest Experience Manager

About the role

Meliá Hotels International is seeking a Guest Experience Manager to ensure every guest enjoys a personalized, memorable stay. The role combines operational oversight with a focus on delivering exceptional service across all touchpoints of the hotel experience.

Key responsibilities

• Apply department standards, manuals and cross‑departmental compliance requirements.
• Personalise each guest’s stay, anticipate needs and consistently exceed expectations.
• Utilise customer experience management tools to monitor and improve service quality.
• Track Voice of the Customer results and implement defined improvement plans.
• Manage the digital guest experience in line with the global strategy.
• Handle customer incidents following established protocols.
• Ensure sensory architecture (lighting, décor, aroma, music) aligns with brand standards.
• Verify material orders according to product guidelines to optimise resources.

Required profile

• Team‑player with strong attention to detail.
• Knowledge of the London market.
• Fluent communication skills; additional languages are a plus.

Required skills

What we offer

• Access to My MeliáRewards loyalty program with exclusive benefits.
• Flexible compensation and discounts on a wide range of products and services.
• Commitment to equal opportunity, diversity and inclusion.
• Opportunities for growth within a global hospitality family.