Guest Experience Manager

“The world is yours with Meliá” 

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? 😉🌟

Because belonging to the great Meliá family is being VIP 

You will enjoy My MeliáRewards which is the exclusive loyalty programme for our employees with exclusive benefits and advantages. 

In addition, enjoy the My MeliáBenefits programme: with flexible remuneration, exclusive discounts on a variety of products and services, active and healthy lifestyles, and charitable initiatives. Be as proud to belong to Meliá as we are of you 😉 

Located in the heart of the vibrant city of New York, INNSiDE New York NoMad is more than just a hotel. It's a haven of sophistication at the intersection of modernity and comfort. We're seeking a passionate Guest Experience Manager to join our team, offering a unique opportunity to contribute to crafting exceptional experiences for our guest

Job summary: The Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility.

What will you have to do?

• Handle all VIP/special reservations.
• Ensure compliance with all Quality Standards and ensure that the standards are consistently applied throughout all operations.
• Coordinate activities with various departments throughout the Hotel in order to facilitate increased levels of communication and guest satisfaction.
• Monitor the Hotel response system to ensure requests and defects are being responded to in a timely manner, that all guests receive follow up, and that all defects are corrected in a timely manner.
• Work as a liaison between the corporate brand/marketing team and the property.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Manager major communications with guests via TripAdvisor, Google and third party sites.

What are we looking for?

• University degree, preferably Tourism or Hospitality, Marketing or similar.
• Advanced English. A third language would be an asset.
• 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.
• 3 years in a similar position in the hospitality industry. 

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. 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company. 

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