Guest Experience Manager London, England
Job description
Guest Experience Manager
Be our star, join us and create your own successful story…
We are currently looking for Guest Experience Manager to join our team.
About Meliá London Kensington Hotel, SW7 4PE
Meliá London Kensington, a Meliá Collection Hotel, is an elegantly newly refurbished Victorian style boutique hotel centrally located near the capital’s historic Royal Parks, Kensington Gardens and Hyde Park, and a stone’s throw from the iconic V&A Museum and opulent Royal Albert Hall. World-famous Harrods and luxury Knightsbridge boutiques are just minutes away. The nearest underground station is Gloucester Road, which is just 2 minutes’ walk away.
Our Benefits Package Includes:
- Competitive Salary
- Holidays: 29 days’ holiday including 8 public holidays
- Contributory pension scheme and Life Assurance
- 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: programmes 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
- Paid time off to volunteer with one of our partner charities
The successful candidate must already have eligibility to work in the UK
About the role, what will I be doing?
DUTIES AND RESPONIBILITES:
- Ensures compliance with the quality standards defined for the different hotel departments and that all brand and operations manuals are updated and adapted to the peculiarities of the hotel
- Provide upscale guest service experiences for clients throughout their stay
- Implements and supervises the correct execution of the 360º customer experience
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Actively listen to and resolve complaints
- Monitors sales of in-house experiences and defines communication strategy
- Ensures compliance with manuals and brand attributes, following up with all hotel departments and coordinating any actions required with the different HoD
- Defines the annual budget for the Experiences Department, ensuring a constant review of results and costs and justifying any debatable activities
- Promote and update all hotel amenities, conveniences and programs offered
- Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
- Appraise team’s performance and produce regular reports
- Analyse customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Establish relationships with regular hotel clients
- The successful candidate must already have eligibility to work in the UK
About Meliá Hotels
Meliá Hotels International is a Spanish hotel chain with over 390 hotels & resorts in 40 countries. The company is one of Spain's largest domestic operators of holiday resorts and the 17th biggest hotel chain worldwide.
In London Melia operates 3 hotels: ME London, Melia White House and Melia London Kensington.
If that sounds like something you will enjoy doing than apply now.
Become part of Melia Hotels Int. today and grow your talent with us!
The successful candidate must already have eligibility to work in the UK
If you would like to know more, please follow us:
INSTAGRAM - TWITTER - LINKEDIN - FACEBOOK - INDEED - GLASSDOOR
