Guest Experience Manager – Gran Meliá Arusha

Company: Meliá Hotels International
Hotel: Gran Meliá Arusha
Position: Guest Experience Manager
Department: Guest Experience & Customer Service
Location: Arusha, Tanzania
Job Reference: 37878

About Meliá Hotels International

Meliá Hotels International is one of the world’s leading hospitality companies, offering employees international career opportunities, professional development, and a collaborative work environment. Through its “The World is Yours with Meliá” philosophy, the company encourages career growth across its global network of hotels.

Job Summary

The Guest Experience Manager is responsible for delivering exceptional guest experiences by ensuring the effective implementation of Meliá brand standards, customer experience strategies, and service excellence initiatives. The role focuses on personalizing guest stays, monitoring customer satisfaction, managing guest feedback, and driving continuous improvements to enhance overall guest satisfaction.

Key Responsibilities

Guest Experience Management

• Serve as the brand ambassador by ensuring the implementation of Meliá brand standards, operating procedures, and departmental guidelines.
• Deliver exceptional guest experiences by:
  • Personalizing guest stays.
  • Anticipating guest needs.
  • Exceeding customer expectations.
• Implement customer experience management tools across the hotel.
• Monitor and analyze Voice of the Customer (VoC) results and guest satisfaction indicators.
• Develop and implement improvement plans to enhance guest satisfaction.
• Lead the implementation of the hotel’s digital guest experience in line with Meliá’s global strategy.
• Manage guest complaints and incidents, ensuring timely resolution and communication with the Guest Experience Department.
• Share customer satisfaction goals with team members and monitor achievement through continuous improvement initiatives.

Financial & Budget Management

• Participate in preparing the department’s annual budget.
• Monitor departmental expenditure and ensure compliance with approved budgets.
• Report budget variances to the Business Partner.
• Participate in financial forecasting and departmental projections.
• Analyze budget deviations and recommend corrective actions.
• Support the implementation and monitoring of agreed corrective measures.

Operational Excellence

• Ensure full compliance with brand philosophy, operating standards, and identity manuals.
• Promote service excellence across all hotel departments.
• Support continuous improvement of hotel operations through customer feedback and performance analysis.

Qualifications

• University degree in one of the following fields:
  • Tourism
  • Hospitality Management
  • Marketing
  • Or a related discipline.

Experience Required

• Minimum 3 years of experience in a similar position within the hospitality industry.
• Internal applicants should have at least 2 years’ experience in a Guest Experience Manager role within Meliá.

Knowledge & Skills

Candidates should possess knowledge of:

• Brand management strategies.
• Guest experience management tools.
• Hotel operations.
• Financial and budget management.
• Customer satisfaction measurement systems.

Key Competencies

• Strong leadership and team management skills.
• Excellent organizational and planning abilities.
• Strong analytical and problem-solving skills.
• Proactive and innovative mindset.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• High attention to detail.
• Ability to inspire and motivate teams.

Employee Benefits

Meliá offers a range of employee benefits, including:

• My MeliáRewards – Access to the company’s exclusive employee loyalty programme.
• My MeliáBenefits – Flexible benefits and discounts on a variety of products and services that support employee wellbeing and healthy living.
• International career growth opportunities across Meliá’s global hotel network.
• Continuous learning and professional development.

Diversity & Equal Opportunity

Meliá Hotels International is committed to:

• Equal employment opportunities.
• Diversity and inclusion.
• Creating a workplace free from discrimination based on gender, disability, race, religion, age, or any other protected characteristic.
• Promoting sustainable and socially responsible business practices.

How to Apply

Interested candidates should submit their applications through the official Meliá Hotels International careers portal before the advertised closing date.

Note: Meliá advises applicants to apply only through its official recruitment channels and to remain vigilant against recruitment fraud.

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