Guest Experience Manager

**Guest Experience Manager**

**_“Whatever story you choose, you are the star”_**

At **Meliá Hotels International**, you have the power to create your future. For us, the most important thing is your talent: We share the passion that makes you put your heart into everything you do, day after day. We are by your side to help you go beyond your limits, to celebrate every victory with you. Because together, we are the stars of our own stories.

At **Meliá Hotels & Resorts** we put our soul and our passion into everything we do so that our guests can live a unique experience, full of the warmth and the hospitality that are so typical of our Spanish origin. If you have an eye for detail and wish to improve yourself every day in an environment which stands out for its personalized customer service, if you enjoy working for a stylish urban or leisure hotel brand, if you want to be part of a team of people who are passionate about what they doThen you belong at **Meliá Hotels & Resorts**.

As a Guest Experience Manager your overall goal is to achieve a comprehensive guest satisfaction. Moreover, you are responsible for the quality analysis with the help of our online tools and taking care of our several social media tools.

Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

**DUTIES AND RESPONIBILITES**:

- Provide upscale guest service experiences for clients throughout their stay
- Ensure clients are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly address guests’ requests
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Promote 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
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients

**QUALIFICATIONS**:

- Passion for Guests
- A successfully completed education in the tourism sector or similar
- At least two years of professional experience in a similar position in the upscale gastronomy or hotel industry
- Excellent communication skills and fluent English as well as German language skills
- High quality awareness and guest orientation
- Up-to-date knowledge about the cultural offers of Vienna, as well as gastronomic trends
- Safe handling of MS Office
- Austrian Job-permit

**What will it be like to work for Meliá?**

**Meliá Hotels International** is unique among the 20 largest international hotel groups in having an origin in leisure and the ideal size to combine exceptional hospitality with management that is efficient and close to its stakeholders. All of this, along with our Spanish warmth and passion, makes us distinct and different.

At **Meliá Hotels International** you are the protagonist. The combination of your talent and your passion with our desire to grow by your side has no limits. Together, we will step forward with the strength of a great company. Together, we’ll turn the future into an amazing story.

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 is critical to our success as a global company.