Guest Experience Manager – Meliá Serengeti Lodge

Company: Meliá Hotels International
Hotel: Meliá Serengeti Lodge
Position: Guest Experience Manager
Department: Customer Experience
Location: Mara, Tanzania
Job Reference: 33885

About Meliá Hotels International

Meliá Hotels International is a global hospitality company offering career opportunities, professional growth, and international mobility. Through its philosophy “The World is Yours with Meliá,” the company supports employees in developing their careers within its worldwide hotel network.

Job Summary

The Guest Experience Manager is the head of the Guest Experience department and is responsible for ensuring the highest standards of product quality, service delivery, and hotel image.

The role focuses on creating unique and personalized guest experiences, improving customer satisfaction, managing service standards, and optimizing the use of available financial and human resources to achieve operational excellence.

Key Responsibilities

• Lead the Guest Experience department and ensure compliance with:
  • Product standards
  • Service standards
  • Brand image guidelines
• Ensure guests receive exceptional and personalized experiences throughout their stay.
• Drive initiatives that improve customer satisfaction and loyalty.
• Monitor and maintain high standards of guest service delivery.
• Implement customer experience strategies aligned with Meliá brand standards.
• Support continuous improvement of hotel operations through guest feedback and service evaluations.
• Manage departmental resources effectively to optimize:
  • Human resources
  • Operational efficiency
  • Financial performance
• Lead, motivate, and develop the Guest Experience team.
• Ensure excellence in customer satisfaction and overall guest journey management.

Required Qualifications

• University degree preferably in:
  • Tourism
  • Hospitality Management
  • Marketing
  • Or a related field.

Required Experience

• Minimum 7 years of experience in a similar position within the hospitality industry.
• Internal Meliá candidates should have at least 2 years of experience working as a Guest Experience Manager.

Required Knowledge & Skills

Candidates should have knowledge of:

• Brand strategy implementation.
• Hotel management practices.
• Customer Experience (CX) tools and methodologies.
• Hotel operations.
• Financial management principles.

Key Competencies

• Strong leadership and ability to inspire teams.
• Excellent organization and planning skills.
• Strong analytical ability.
• Proactive and innovative approach.
• Excellent communication skills.
• High commitment to customer service excellence.
• Ability to create memorable guest experiences.

Employee Benefits

Meliá provides employees with benefits including:

• My MeliáRewards: Exclusive loyalty programme benefits.
• My MeliáBenefits: Flexible benefits and discounts on various products and services.
• Opportunities for international career development.
• Access to a global hospitality network.

Equal Opportunity Commitment

Meliá Hotels International promotes:

• Equal opportunities for all employees.
• Diversity and inclusion in the workplace.
• A culture free from discrimination.
• Sustainable and responsible growth within the hospitality industry.

How to Apply

Interested candidates should submit their applications through the official Meliá Hotels International careers portal.

Position Location: Meliá Serengeti Lodge, Mara, Tanzania.

CLICK/TAP HERE TO APPLY: