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Assistant Guest Experience Manager

Melia London Kensington



Whatever story you choose, you are the star

At Meliá Hotels International, you have the power to create your future. For us, the most important thing is your talent: We share the passion that makes you put your heart into everything you do, day after day. We are by your side to help you go beyond your limits, to celebrate every victory with you. Because together, we are the stars of our own stories.


About the role: The Assistant Guest Experience Manager will provide effective, efficient, courteous and friendly service to all guests. He is responsible of managing the first impressions of our guests , therefore he must actively demonstrate excellence in customer service.


Main Responsibilities:

  • To assist in all duties and responsibilities of the Department
  • To have fully knowledge about the products and all current promotional activities that the hotel offers.
  • To ensure that all guests’ requests and queries are met in a timely professional manner, being familiar at all times with the complaints procedures and various quality tools
  • To actively participate in building relationships with all Departments, as well as in obtaining their full cooperation, in order to achieve the highest guest’s satisfaction
  • To research, develop and maintain the hotel’s online reputation channels, including third party websites.
  • To ensure all guests are greeted and acknowledged immediately on arrival, and that all telephones are answered promptly




Recognition schemes, pension, “refer a friend” bonuses.
29 days’ holiday
Meals on duty, dry-cleaning, season ticket loans.
Healthcare, Perkbox discounts.
Development including cross-training, development programmes and language classes.
Social events and paid volunteering.
Discounts for you, friends and family to stay at Meliá worldwide
Competitive salary


What will it be like to work for Meliá?

Meliá Hotels International is unique among the 20 largest international hotel groups in having an origin in leisure and the ideal size to combine exceptional hospitality with management that is efficient and close to its stakeholders.


We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age or any other basis protected under federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success as a global company.