Director of Guest Experience

“The world is yours with Meliá” 

Continuing at Meliá means advancing on a journey without borders, seizing the unlimited growth and development opportunities that our global family offers you. It's knowing that the world is yours and that your chances to work in various countries are within your reach, all while still being part of our great family.

It is experiencing one of the most exciting journeys of your life, a journey where personal and professional growth will accompany you at every step.

Are you ready to take the reins of your professional career and explore new inspiring opportunities within Meliá?

REMEMBER: To consider your candidacy, it's important that you are part of the Hotel Management Talent Pool.

Additionally, before applying, you must inform your direct supervisor and/or Hotel Director, as well as your HR manager, about your interest in participating in the internal selection process. Your line manager will not have the authority to authorize or halt your application, but must be properly informed.

Mission: 

• To provide functional and business expertise and a strategic perspective to identify, evaluate, develop and drive guest improvement strategies which create an extraordinary guest experience that achieve the highest satisfaction of the guests. To oversee property-level service improvement initiatives for the resort and to be responsible for the research, reporting, development, and facilitation of programs related to service enhancement.
• To ensure compliance with brand quality standards that involve all Resort departments by ensuring that all brand manuals and operation manuals are kept up to date.
• The Director of Guest Experience is the ambassador of the brand and the person who cares for the luxury sensation and recognition of the Spanish sense of sophistication to be communicated. In addition, GEX Director is the person who trains all employees regarding these brand values, by implementing a cultural activities program for all employees and through service trainings.
• The Guest Experience Director will act as a strategic partner to the operating division executives, proactively assessing needs and assisting divisions with developing customized solutions. All duties are to be performed in accordance with department and property policies, practices and procedures.

What will you have to do?

• To actively demonstrate excellence in customer care and service, maintaining high levels of respect and a professional image at all times within the Resort.
• To be responsible for creating, conveying and inspiring personalized and innovative experiences to the guests.
• To increase customer satisfaction levels, which is translated into an improvement in the Resort’s online reputation.
• To deal with complaints and incidents efficiently and professionally to the laid down standards in order to guarantee complete guest satisfaction.
• To create the VIP categories & structure in the Resort according to MHI standards and its attributes in the Resort. To ensure all staff members are aware of these categories and these guests are recognized by all staff members and their privileges are given accordingly during the stay.
• To implement actions to know clients through the upkeep of a database and, when necessary, surprises customers by remembering their preferences.
• To encourage a departmental culture of well-trained, informed and motivated staff all working towards the Resort's vision and company values.
• To guarantee the success and implementation of social, cultural & sustainable policies in the Resort and to raise awareness between staff members and guests of the local environment importance and to ensure the continuing improvement commitment of the Resort operation. 
• To supervise and coordinate the actions related to the Sustainability area in order to guarantee compliance with the environmental, cultural and social policies of the Resort.
• To coordinate actions that involve the community and that are carried out by the Resort, then report them to the corporate office.
• To coordinate and supervise the Guest Service, Quality, Butler & Recreation department, guaranteeing compliance with Red Glove Service standards and detecting possible continuous improvements for satisfactory customer service.
• To optimize the operation of the Pool Concierge department, coordinating and managing together with its manager the necessary actions to offer a personalized service following the Resort policies.
• To implement and supervise the correct execution of the 360º customer experience: Sense of arrival, welcome drink, room escort, welcome card, welcome F&B and amenities, VIP amenities, Resort storytelling, follow-up during stay and farewell.
• To implement and supervise correct communication with guests in the pre-stay/stay/post-stay periods: email prior to arrival, courtesy call, “good morning from Nha Trang” email and “we miss you”.
• To coordinate together with the IT department, the creation and improvement of tools and new technologies, to respond to new needs and thus offer a more personalized service to our guests.
• To supervise the management of the Resort online reputation of the in-opinion webs, OTAs and social networks.
• To monitor comments from clients through the ReviewPro tool & OTAs and to create an action plan to ensure the brand promise is met.
• To know the history of the Resort and trains staff for better interaction with guests.
• To create entertainment actions in the Resort or resort in compliance with the Entertainment Operations Manual.
• To keep the Resort up to date with global and local lifestyle trends, by creating events, parties, exhibitions, etc.
• To act as the “keeper” of the stories and tours of the Resort, in addition to training staff to learn these stories, including their construction, art, places of interest, etc. and complements their training to manage the story telling process.
• To maintain a detailed and updated Gran Meliá book of knowledge, distributing updated copies to the corresponding departments.
• To work with the corporate departments to ensure that the Gran Meliá distinctive characteristics are in line with the purpose and spirit of the brand.
• To create a positive entertainment atmosphere in the Resort or resort (activities after dawn or sunset). Creation of up-selling and cross-selling packages of the brand.
• To be the owner of the resort style, including the conveying of information to employees regarding art, culture, style, trends, make-up and personal style in compliance with the guidelines of Gran Meliá.
• To create Resort technical data sheets defining the atmosphere, detail and location of decorative elements and ambience (light, music, candles) for each day's scene and the different areas of the Resort.
• To implement and supervise the correct implementation of the complaints handling protocol and review of responses.
• To ensure that the Guest Experience Departments are operated on an efficient and brand standard basis and that all efforts are made to improve guest satisfaction, where possible.
• To ensure that all the Heads of Departments are aware and constantly updated on their current and cumulative results in terms of guest satisfaction, as compared with the goal marked by the company, in previous years and where possible with Industry trends.
• To analyse the quality system, reports and results of the different quality tools and communicate them to Resort Management, evaluate and coordinate them to establish improvement plans and follow them up.
• To hold regular communications with all Guest Experience Heads of Department /staff to ensure passing of information is two ways.
• In conjunction with the Human Resources department, to select, recruit and induct all new staff within Guest Experience departments.
• To ensure that all staff / management are appraised at least annually and set realistic and tangible objectives, including both personal and departmental.
• To be involved with the identification of training needs within the department and planning of training priorities. To be fully committed to always providing the highest levels of Customer Care to internal and external clients/guests.
• To undertake regular evaluations within the various departments to ensure that consistency of standards and customer care is always met.
• To supervise all relevant purchasing/ expenses are adhered to the agreed budgets.
• To ensure that operating equipment is well controlled and that departments can operate to the standard required.
• To be involved with the planning of sales activities within the Resort to promote and increase sales whilst always maintaining profitability within the agreed budgets.
• To ensure that all Guest Experience staff are sales led and familiar with the Resort product and facilities they are selling.
• To ensure that continual 'on-the-job training' and coaching is carried out with all GEX team members. To encourage the development of all staff to achieve the highest standards of performance, giving feedback on a regular basis.
• To be responsible for achieving brand objectives through Mystery Guests, conducting a bi-annual self-audit, and creating an action plan to address major discrepancies.
• To supervise the execution of internal audits in the Resort to ensure brand standards are compiled in all departments of the Resort report the results to the relevant departments or individuals.
• Generally being alert to opportunities to improve the profitability of the department i.e. through controlling the wastage and being responsible for the economy of all utilities and resources.

What are we looking for? 

• Fluent English, any additional language will be an advantage (better if it is the same where the Resort is based).
• University Degree, Master Degree would be an advantage
• Good communication skills
• Microsoft Office, Opera PMS
• 3 years in a similar position in large Resorts or international companies

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.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.

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