Guest Experience Supervisor

“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.

About ME London Hotel, WC2R 1HA

 ME by Meliá is a collection of hotels in which culture, lifestyle and The ME People community come together to create an inimitable personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene. Music, art, design, fashion and gastronomy make up the ME scene to provide visitors with an experience beyond accommodation. If you radiate energy and have a personal style that captivates others, if you like to follow the latest trends and live for the moment; if you love music, culture and new technologies… Then you connect with the ME by Meliá brand

** Salary package: up to £28,325 plus Service Charge// Health cash back plan // Meals on duty // Pension scheme // Loyalty rewards and referral bonuses // many more**

Guest Experience Supervisor

 Mission: To provide an effective, courteous and friendly service to all guests. Responsible for managing the first impressions of our guests and therefore must occupy the hotel lobby and other public areas, particularly at busy times.

Responsibilities will include, but are not limited to:

·      Assist the Aura Manager in all duties and responsibilities of the Department.

·      Anticipate & identify guest and VIPs’ expectations, ensuring that their needs are met and where possible exceeded.

·      Ensure that all guests’ requests and queries are answered as soon as possible, being familiar at all time with the complaints procedures and various quality tools.

·      Manage and follow up official complaints received through the Head Office and providing an answer within 48 hours, as per standard.

·      Maintain full knowledge about the product and all current promotional activities that are being offered as per the Hotel strategy, in order to propose up sells and cross sells whenever it is possible. 

·      Guide the Guest Service Line team, ensuring that they efficiently comply with the department's daily operational processes, always ensuring the customer experience, customising their stay, anticipating their needs and exceeding their expectations.

·      Prepares and checks for VIP’s arrival and assists in VIP’s arrival & departures.

·      Train new employees of the Guest Experience Department in all aspects related to the Hotel business and departmental duties.

·      Assist the Guest Experience Manager in administration tasks with the new payroll system, Fourth, updating Rota Shift, validating the shifts and liaising with HR during Aura Manager absence.

Our successful candidate will:

·      Have excellent communication in English, both written and spoken

·       Additional Spanish would be advantageous

·       Understand the impact of their job on the overall guest experience

·       Be a team player

·       Have excellente attention to detail

The successful candidate must already have eligibility to work in the UK.

Because belonging to the great Meliá family is being VIP  

Our Benefits Package Includes:

·      Competitive Salary

·      Holidays: 28 days’ holiday including 8 public holidays

·      Contributory pension scheme

·      Refer a friend bonus: £500 (subject to successfully completed 6 months’ probation)

·      Discounted dental and health cover with HSF

·      Travel & Food discounts: excellent employee special rates in Melia Hotels worldwide for our team members, their friends & families while travelling and staying in our hotels including F&B discount (subject to individual outlets)

·      Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform

·      Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules)

·      High street discounts: with Perks at Work

·      Pay Day Parties

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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