Guest Experience Manager

About the role

The Guest Experience Manager leads the hotel’s guest‑experience department, ensuring that product, service and brand standards are consistently delivered. This senior position is responsible for creating personalised, memorable stays while optimising both economic and human resources.

Key responsibilities

• Act as the brand ambassador, implementing brand attributes, standards and manuals across the department and supporting compliance in other areas.
• Personalise the guest journey, anticipate needs, and exceed expectations using digital experience tools and Voice‑of‑Customer insights.
• Define and execute the hotel’s Sensory Architecture strategy (lighting, décor, aroma, music) and ensure its consistent application.
• Manage supplier negotiations, material orders and inventory control in line with product guidelines.
• Develop and oversee the Experience, Event and Entertainment programmes where applicable.
• Lead and supervise Guest Service, Concierge, Butler and Destination Concierge teams, ensuring high‑quality service delivery.
• Monitor competitor activity to maintain market positioning and drive innovation.

Required profile

• Proven leadership experience in a hospitality environment.
• Strong understanding of brand standards and guest‑experience management.
• Ability to analyse customer feedback and translate insights into improvement plans.
• Experience managing budgets, inventories and supplier relationships.
• Creative mindset for developing sensory and digital experience concepts.

Required skills

• Customer experience management tools
• Voice‑of‑Customer analysis
• Digital guest‑experience platforms
• Inventory and material order management
• Event and entertainment programme planning
• Competitive analysis

What we offer

• Access to the MeliáRewards loyalty programme.
• Flexible compensation and exclusive discounts on a wide range of products and services.
• Opportunities for international mobility within a global hotel family.