Guest Experience Manager - Gran Melia Arusha

“The world is yours with Meliá” 

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family.

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.

• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you 😉 

Tasks of the position;

• To be the brand ambassador in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
•  Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.
• Define and implement the guests’ digital experience, according to the global strategy.

• Participate in the preparation of their department's budget according to the set guidelines.

• Follow up on the defined budget, ensure compliance with it, and report any deviations that may occur within the department to the Business Partner.

• Participate in the definition of the necessary corrective measures to minimise negative impacts and monitor them together with the Business Partner.

• Participate in the preparation of projections by providing information on their department.

• Analyse the reason for deviations, participate in the definition of corrective actions and promote the implementation of corrective actions within their department.

• Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.

• To ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.

• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.

• Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary

Job Requirements;

• University degree, preferably Tourism or Hospitality, Marketing or similar.
• Knowledge of brand strategies
• Knowledge of hotel management and/or Customer Experience tools
• Financial knowledge
•  Knowledge of Hotel Operations
•  Ability to lead and inspire a team
• Organisation and planning
• Analytical capacity
• Proactivity and Innovation
• Excellent communication skills
• High vocation for service
• Problem-solver
• Attention to detail
• External: 3 years in a similar position in the hospitality industry. Internal: At least 2 years’ experience in the Guest Experience department in a Manager role.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

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