Guest Experience Manager

Job Description

Meliá London Kensington, member of Meliá Collection, is an elegant boutique hotel accompanied by the most exquisite service and a refined air. Tradition and avant-garde in the purest English style, this city hotel with elegant rooms and suites fits in perfectly to the most select neighborhood in the city. #LI-IV1

** Salary package: £37,000 up to £39,000 depending on experience // Hotel discounts // Health cash back plan // Meals on duty // Pension scheme // Loyalty rewards and referral bonuses // many more**

Front Office Manager

Mission: The role of a Guest Experience Manager is crucial for ensuring that guests have an exceptional and memorable stay.

Responsibilities will include, but are not limited to:

• Guest Satisfaction: Leading by example in displaying outstanding hospitality skills, setting a positive example for guest relations, and empowering the team to provide excellent customer service.
• Guest Interaction: Maintaining high visibility in public areas during peak times, providing immediate assistance to guests as requested, and being highly interactive with customers to obtain feedback on the quality of products, service levels, and overall satisfaction.
• Problem Resolution: Effectively responding to and handling guest problems and complaints, recording guest issues in the guest response tracking system, and identifying trends for resolution.
• Team Leadership: Managing the Guest Experience team, ensuring that all team members use initiative and a proactive approach to deliver five-star service throughout all areas of responsibility.
• Continuous Improvement: Reviewing comment cards and guest satisfaction results with the team, participating in the development and implementation of corrective action plans, and emphasizing guest satisfaction during all departmental meetings.
• Operational Awareness: Staying informed about daily hotel operations, including guest arrivals and departures, VIP arrivals, and special requests
• Cultural Awareness: Being culturally sensitive and aware to cater to the diverse needs of international guests

Essential Skills:

• A minimum of one year of supervisory or team leadership experience in a Guest Experience or Guest Relations department.
• Strong understanding of hotel management and customer experience tools.
• Strong leadership skills with the ability to inspire a team, accompanied by excellent communication skills.
• Fluency in English is required, and knowledge of an additional language is preferred.

Because belonging to the great Meliá family is being VIP  

• Competitive Salary
• Holidays: 29 days’ holiday including 8 public holidays
• Contributory pension scheme
• Refer a friend bonus: £500 (subject to successfully completed 6 months’ probation)
• Discounted dental and health cover with HSF
• 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)
• Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform
• 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)
• High street discounts: with Perks at Work

JOB ALERT