Job Description
## Destination: Barcelona
## Companies: Meliá Hotels International
Job Mission: The Guest Experience Manager is the head of the department at the hotel, ensuring compliance with product, service, and image standards to maximize guest satisfaction. This includes consistently offering unique and personalized experiences and committing to achieving excellence in customer satisfaction and optimizing the economic and human resources under their responsibility.
What will I be doing?
Being the brand ambassador at the hotel, ensuring the optimal implementation of the attributes, standards, and manuals applicable to their department, as well as ensuring compliance in all other areas, defining improvement plans as needed.
Ensuring a positive guest experience by personalizing their stay, anticipating their needs, and exceeding their expectations.
Implementing various customer experience management tools, as well as monitoring and analyzing Voice of the Customer (VoC) survey results, ensuring the achievement of established objectives and defining improvement plans as needed. Define and implement the digital guest experience during their stay, in accordance with the overall strategy.
Manage guest incidents, following established protocols.
Adapt standards to accommodate local product customization.
Negotiate with external suppliers, adhering to established product guidelines.
Define, develop, and implement the hotel's Sensory Architecture strategy, encompassing lighting, décor, fragrance, and background music, ensuring its implementation across all areas.
Approve material orders, following established product guidelines, to optimize resource allocation and maintain optimal inventory control within your department.
Define and implement the Experience and/or Event Program strategy, as applicable.
Define, implement, and manage the Entertainment Program strategy, if applicable.
Manage and supervise the Guest Service Line team (if applicable), ensuring efficient delivery of established departmental standards and services to achieve ultimate guest satisfaction. Manage and supervise the Guest Services/Concierge/Butler and Destination Concierge team (if applicable), ensuring that established departmental standards and services are efficiently met to achieve ultimate guest satisfaction.
Research and analyze competitor information to maintain the hotel's market position.
Investigate and develop innovative experiences and services that keep the hotel at the forefront.
Manage the hotel's seasonal closing and reopening processes.
Coordinate, implement, and analyze pilot programs identified within your area.
What are we looking for?
• University degree, preferably in Tourism, Hospitality, Marketing, or a related field.
• Languages: Advanced Spanish and English. A third language is a plus.
• Previous experience: 3 years in a similar position, preferably in a 5-star hotel.
• Knowledge of brand strategies, hotel management tools, and/or Customer Experience. Financial and operational knowledge of the hotel industry.
• Ability to lead and inspire a team, strong organizational and planning skills, analytical skills, proactivity and innovation, excellent communication skills, a strong service orientation, problem-solving abilities, and attention to detail.
### Requirements:
Meliá Hotels International
08001
Barcelona
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