Director of Guest Experience - Melia Serenity Cam Ranh (pre-opening)

“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 😉 

We are looking for Director of Guest Experience - Melia Serenity Cam Ranh (pre-opening)

Job Mission: 
Director of Guest Experience mission is to ensure the smooth and efficient functioning of operational aspects of the hotel, with the ultimate goal of providing an exceptional guest experience.

Director of Guest Experience plays a crucial role in coordinating operational departments and processes within the hotel to maintain high standards of service, guest satisfaction, and profitability.

Director of Guest Experience has to orchestrate all operational elements harmoniously, ensuring an impeccable guest experience while maintaining the hotel's reputation for luxury, elegance, and exceptional service. This involves overseeing departments, managing staff, optimizing processes, and maintaining the highest standards of quality and efficiency.

What will I have to do?  

1.    Provide support to the General Manager in the implementation in their business units of the action plans defined to optimise the operation and customer satisfaction.
2.    Knowledgeable of their hotel’s vision and objectives and support the coordination with the hotel's operational departments. Able to provide feedback to the General Manager
3.    Being part of the hotel's operational committee and ensuring the operational excellence of their business unit together with the General Manager and team
4.    Lead, mentor, and supervise various departments within the hotel, including front office, housekeeping, Engineering, food and beverage, spa, concierge, and more.
5.    With the support from HR Department to manage and motivate a diverse team of staff members, including recruitment, training, performance evaluations, and professional development.
6.    To be overall responsible for all aspects of Health and safety with the operations. To actively promote a safe working environment on day to day basis.  
7.    Implement and enforce policies and procedures to maintain consistency and excellence in service delivery across all departments
8.    Monitor and manage departmental budgets, expenses, and financial goals, while seeking opportunities to optimize operational efficiency.
9.    Oversee cleanliness, maintenance, and aesthetics of the hotel's facilities to ensure they meet or exceed the Melia hotel's brand and standards.
10.    Address guest concerns, comments, and feedback promptly and professionally, taking proactive measures to resolve issues and ensure guest satisfaction.
11.    Stay up-to-date with industry trends, market demands, and competitor activities to make informed decisions and maintain a competitive edge.
12.    To be fully committed to undertaking regular appraisals, in conjunction with HR Director. To take any relevant action towards all operational problems identified through the evaluation, ensuring consistently of the standards are maintained at all times and high standard in customer services.    
13.    Lead emergency preparedness and health and safety initiatives, ensuring staff and guests are well-informed and secure.
14.    Foster a positive and inclusive work environment, promoting teamwork, open communication, and a commitment to the hotel's values.
15.    Prepare and present reports on operational performance, guest satisfaction, and other relevant metrics to management.
16.    To pay special attention to the talented manning in the department and in collaboration with HR Department, to create personal development career plan, thinking strategically for the department needs also in future and sustainable continuity, ensuring pleasant and efficient work environment targeting excellence.
17.    To understand and share with the all departments, QPI and NSP indexes in regular basis, guest comment regarding engineering and mystery guest’s comments and to settle, in collaboration with the Head of Departments concern to produce the corresponding improvement plan.
18.    Ensure the implementation of sustainability project or initiatives in the hotel

What are we looking for? 
•    Fluent English in both speaking & writing
•    Previous International luxury hotel experience.
•    360 degrees of Hotel Operations knowledge.
•    Guest centric profile, person be able to be front the operations and guest focus.
•    Attention to detail & a passion for excellence.
•    Leadership, analytical, decision-making, and interpersonal capabilities; attention to detail, along with the ability to supervise and work well with a team, are key attributes and competencies sought.
•    Driven by passion and can-do attitude. 

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. 

If you want to be “Very Inspiring People“, follow us on: 

INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR