Job description
GEX - Guest Experience Manager
About Meliá Durrës
Meliá Durrës is a contemporary beachfront resort on the Albanian coast, known for warm Mediterranean hospitality, modern design, and experiences that excite and inspire our guests. We are committed to excellence, innovation, and creating a workplace where people genuinely enjoy growing and contributing.
Job Mission
The Assistant Guest Experience Manager supports the Guest Experience Manager in executing the department’s strategy and ensuring outstanding guest satisfaction. This role helps optimize service processes, resource management, and team performance so that every guest enjoys a personalized, seamless, and memorable stay.
What You Will Do
• Support the correct implementation of service standards and attributes, personalize guest experiences, anticipate needs, and continually exceed expectations.
• Support guest experience tools, analyze Voice of the Customer results, participate in improvement plans, and contribute to the hotel’s digital guest journey.
• Resolve guest incidents following protocol, support adaptation of standards to local product needs, and ensure consistent service excellence.
• Help manage sensory architecture (lighting, aromas, music), experience and event programs, and entertainment strategies, ensuring brand alignment.
• Assist in supervising Guest Service Line, Concierge, Butler, or related teams, ensuring service efficiency and ultimate guest satisfaction.
• Research competitor trends, help develop new experiences, coordinate pilots, support ordering and inventory control, and contribute to seasonal opening/closing processes.
What We Are Looking For
• Degree in Tourism, Hospitality, Marketing, or similar.
• Fluent in local language + advanced English; a third language is a plus.
• Solid understanding of brand standards, hotel operations & CX tools.
• Basic financial knowledge.
• Strong leadership, organization, and planning.
• Analytical mindset and innovative thinking.
• Excellent communication and a strong service vocation.
• Problem-solving ability and attention to detail.
• Minimum 2 years in a similar hospitality role.
