GEX - Diretor de Experiência do Cliente

Somos la compañía líder en España y una de las mayores del mundo, con diez marcas reconocidas y más de 370 hoteles en cuatro continentes. Meliá Hotels International es el único entre los veinte mayores grupos hoteleros internacionales con un origen vacacional y con el tamaño ideal para combinar una excepcional hospitalidad con una gestión eficiente y cercana a sus stakeholders. Todo esto, unido a nuestra calidez y pasión españolas, nos hace únicos y diferentes.


En Meliá todos somos Very Inspiring People, grandes profesionales que hacen el día a día más fácil y excepcional. Desde el recién llegado hasta el más veterano, todos ellos reúnen unas cualidades únicas e importantes que hacen que trabajar en Meliá sea una oportunidad de crecimiento constante y un pasaporte para crear tu futuro donde quieras.

Job mission:  The Guest Experience Agent meets the daily operations of the department, committing to achieving excellence in customer satisfaction.   Your responsibilities:   <ul><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Comply with the attributes, standards and manuals that apply in their department, as well as ensure compliance in other areas.</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations. </li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Manage the guests’ digital experience, according to the global strategy. </li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Manage customer incidents, following the established protocols.</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Verify material orders following the set product guidelines, for better optimisation of economic resources.</li></ul>   What are we looking for:  <ul><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">A team player </li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Knowledge of London</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Strong attention to detail </li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Fluent communication - multiple languages would be beneficial</li></ul>

Guest Experience Agent

<h3>Job mission:</h3>  As Aura Manager, you will bring the ME brand to life by shaping how guests feel throughout their journey. You will create emotionally engaging, culturally relevant and personalised experiences that go beyond traditional service, ensuring every interaction reflects the brand’s lifestyle positioning and delivers a strong sense of value and connection.  <h3>Your responsibilities:</h3>  • Bring the ME brand to life through service style, guest interaction and atmosphere • Curate and elevate the end-to-end guest journey, from arrival to departure • Build strong relationships with VIP, loyal and high-value guests • Anticipate guest needs and deliver personalised, meaningful experiences • Act as a cultural host, connecting guests with local lifestyle, art, music and gastronomy • Collaborate with Marketing to support events, activations and cultural programming • Identify opportunities to enhance guest experience and perceived value • Monitor guest feedback and implement continuous improvements • Coordinate with all departments to ensure seamless and elevated service delivery • Contribute to the development of signature touchpoints and brand-led experiences  <h3>What are we looking for:</h3>  • Experience in luxury or lifestyle hospitality environments • Background in Guest Experience, Front Office leadership, VIP relations or concierge • Strong understanding of high-end service and personalised guest journeys • Charismatic, emotionally intelligent and guest-focused approach • Culturally aware with interest in lifestyle trends (art, music, fashion, gastronomy) • Excellent communication and interpersonal skills • Ability to think strategically and execute operationally • Strong organisational skills and attention to detail • Commercial awareness and understanding of guest value perception • Fluency in English (additional languages are a plus)

Aura Manager

<h3>Job mission:</h3>  As Business Development Manager – UK &amp; Ireland, you will be responsible for developing and managing a portfolio of Global Corporate, Consortia and TMC accounts, driving transient, group and MICE business across Meliá Hotels International.Working closely with the Head of Corporate &amp; MICE Sales, you will implement strategic sales plans, strengthen long-term client relationships, identify new business opportunities, and maximise revenue across the Meliá portfolio. This is a highly commercial role requiring strong negotiation skills, account management expertise, and a proactive approach to business development.  <h3>Your responsibilities:</h3>  • Develop and manage a portfolio of Global Corporate, Consortia and TMC accounts across the UK &amp; Ireland • Deliver the agreed sales strategy to maximise transient, group and MICE revenue across the Meliá Hotels International portfolio • Manage the full RFP process, leading commercial negotiations and securing preferred hotel programme placements • Build long-term relationships through regular client visits, presentations, networking events and industry exhibitions • Identify new business opportunities and increase market share through proactive account development and prospecting • Analyse sales performance, account production and market trends to maximise revenue opportunities and share of wallet • Promote Meliá Hotels International brands, new openings and promotional campaigns across assigned accounts • Organise and participate in client events, sales missions, trade shows and familiarisation trips • Maintain accurate CRM records, sales activity reports and account plans to support commercial performance • Work collaboratively with hotel sales teams to ensure seamless account management and maximise business opportunities   <h3>What are we looking for:</h3>  • Previous experience within hotel sales, business development or corporate account management • Proven experience managing Corporate, Consortia or TMC accounts • Strong commercial awareness with an ability to negotiate and close business opportunities • Experience managing RFP processes and strategic client relationships • Excellent communication, presentation and relationship-building skills • Strong analytical skills with the ability to interpret sales performance and market data • Highly organised with excellent planning and time management abilities • Self-motivated, target-driven and results focused • Fluent English is essential; Spanish is advantageous • Eligibility to work in the UK is required

Business Development Manager - UK & Ireland

Job mission:  As Guest Experience Supervisor, you will support the Guest Experience Manager in delivering exceptional service standards across the hotel, ensuring every guest journey is personalised, seamless, and memorable.You will lead by example within the lobby and public areas, acting as an ambassador for the brand while supervising daily operations, supporting the Guest Experience team, and ensuring service excellence at every touchpoint.With a strong focus on guest satisfaction, VIP experiences, operational efficiency, and team collaboration, you will help maintain ME London’s position as a leading lifestyle destination.  Your responsibilities:  • Support the Guest Experience Manager in the daily operation of the department • Deliver exceptional and personalised guest service, ensuring all requests and concerns are handled efficiently and professionally • Supervise the guest journey from arrival to departure, ensuring a seamless experience throughout the stay • Anticipate guest and VIP needs, exceeding expectations whenever possible • Handle guest feedback and complaints promptly, following company procedures and service recovery standards • Coordinate VIP arrivals, amenities, and special requests in collaboration with operational departments • Maintain strong communication with Front Office, Housekeeping, Food &amp; Beverage, Security, and other departments to ensure service excellence • Monitor hotel standards and procedures across guest-facing areas to maintain luxury presentation and service consistency • Promote hotel facilities, services, and experiences through upselling and cross-selling opportunities • Support departmental administration including rota management, payroll coordination through Fourth, and operational reporting • Assist with onboarding and training new team members within the Guest Experience department • Ensure compliance with hotel policies, health &amp; safety procedures, and emergency protocols   What are we looking for:  Experience: Minimum 2 years’ management experience in a Guest Experience or similar function. Strong knowledge of hotel operations and brand standards. Experience using hotel management systems and guest experience tools. Confident and inspiring leadership style with excellent communication skills. Highly organised with strong planning and prioritisation abilities. Education: University degree in Tourism, Hospitality, Marketing, or similar (preferred). Languages: Fluency in English; additional languages are a plus.

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Guest Experience Agent

Aura Manager

Business Development Manager - UK & Ireland

Guest Experience Supervisor

Guest Experience Agent

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