Guest Experience Manager
Meliá Hotels International
full-time
Posted on:
Location Type: Office
Location: Chongqing • 🇨🇳 China
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer experience managementguest satisfaction surveysoperational processesservice conceptstrainingproblem-solving
Soft skills
communicationcollaborationinnovationcustomer serviceleadershipanticipation of needs
Certifications
university degree in Tourismuniversity degree in Hospitalityuniversity degree in Marketing