Guest Experience Manager - Melia Chongqing

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We are looking for Guest Experience Manager - Melia Chongqing (China)

Mission:

The Guest Experience Manager need to assist the Hotel General Manager and 
ensuring compliance with product, service and image standards, for the maximum satisfaction 
of customers, always offering unique and personalized experiences and committing to achieve 
excellence in customer satisfaction and optimization of economic and human resources under 
their responsibility

What will I have to do?
- To be the brand ambassador in the hotel, ensuring optimal implementation of the 
attributes, standards and manuals that apply in hotel, defining improvement plans if 
necessary.
- Assist the GM to ensure the customer experience, personalizing their stay, anticipating 
their needs and exceeding their expectations. 
- Collaborate with the Hotel Recreation Department to develop and implement 
entertainment programs that enhance the guest experience, while continuously 
innovating and expanding offerings.
- Implementing the different customer experience management tools, as well as 
monitoring and analyzing the results of the Voice of the Customer, ensuring 
compliance with the goals set and defining improvement plans if necessary.
- Proficient in reading and analyzing data from guest satisfaction surveys (such as Ctrip) 
and guest history records to identify service trends, systemic issues, and improvement 
opportunities, while using data to support improvement recommendations.
- Has an in-depth understanding of the operational processes of key hotel departments 
such as Front Office, Housekeeping, Food and Beverage, and Sales. Capable of 
conveying excellent service concepts and case studies to frontline staff through 
training, thereby enhancing the entire team's service awareness and problem-solving 
skills.
- Familiarize with and understand the group's standards and procedures, and ensure the 
effective implementation of established standards and services across all departments

- Help enhance the Spanish cultural ambiance in the hotel and improve the guests' 
experience of the Spanish lifestyle.
- Research and develop innovative experiences and services that keep the hotel at the 
forefront.

What are we looking for?
- University degree, preferably Tourism or Hospitality, Marketing or similar. 
- 3 years in a similar position in the hospitality industry. At least 2 years’ experience in 
the Guest Experience department in a Manager role
- Fluent in English, with a background/knowledge of Spanish culture.
- Proficiency in Chinese is preferred, coupled with a certain understanding of Chinese 
culture and enthusiasm.

At Meliá we are all VIP

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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