Guest Experience Manager – Hotel

About the role

The Guest Experience Manager will act as the brand ambassador for Meliá at the Gran Melia Arusha hotel, ensuring every guest receives a personalised, memorable stay. Reporting to the hotel’s senior management, you will lead the Guest Experience team and drive the implementation of brand standards, digital initiatives and service recovery processes.

Key responsibilities

• Champion Meliá brand standards across all hotel areas, identifying and executing improvement plans where needed.
• Design and deliver a seamless digital guest journey in line with the global strategy.
• Monitor Voice of the Customer data, analyse results and define corrective actions to meet or exceed targets.
• Prepare, follow‑up and report on departmental budgets, highlighting deviations and proposing mitigation measures.
• Collaborate with the Business Partner to forecast departmental performance and implement corrective actions.
• Manage guest incidents, ensuring timely communication with the central Guest Experience department.
• Train and inspire the team on brand philosophy, operational manuals and customer‑centric behaviours.

Required profile

• University degree in Tourism, Hospitality, Marketing or a related field.
• Minimum three years of experience in a similar guest‑experience or hospitality role.
• Strong analytical mindset with the ability to interpret financial and operational data.
• Excellent communication, problem‑solving and leadership capabilities.
• Proactive, innovative and detail‑oriented with a high service vocation.

Required skills

What we offer

• Access to My MeliáRewards loyalty programme with exclusive benefits.
• Flexible compensation package and discounts on a wide range of products and services.
• Opportunities for international mobility within the Meliá global network.
• Supportive environment that encourages professional growth and innovation.