Guest Service Manager (m/w/d) - Meliá Frankfurt City

At Meliá, we pride ourselves on being a community of Very Inspiring People. Our team consists of dedicated professionals who are committed to transforming everyday experiences into extraordinary moments. Whether you are just starting your career or an experienced expert, each member brings unique talents and perspectives that contribute to our vibrant culture. Working at Meliá is not just a job; it’s an opportunity for continuous personal and professional growth. We believe in nurturing potential and empowering our employees to shape their futures in a dynamic and supportive environment. With a focus on innovation and excellence, we invite you to join us in creating memorable experiences for our guests, while also embarking on your own journey of discovery and achievement. To continuously improve, we are looking for you to take on the following responsibilities:

• You ensure that our guests enjoy a seamless and outstanding hotel experience from booking and arrival through to departure and review (360° guest experience)
• You perfect the “sensory architecture” in our public areas (e.g. lighting, music, decoration, etc.)
• You maintain constant communication with our guests and collect their feedback
• You share your feedback with our Guest Experience Manager and work together on improvement ideas
• You are responsible for complaint handling
• You respond to guest reviews on all relevant internal and external platforms
• You take on Manager on Duty shifts

We develop your talents. You already bring the following experience:

• Completed vocational training as a hotel specialist, hotel management professional, or a dual study
• You already have experience in a role within Customer or Guest Experience
• A warm, friendly, and charming host personality with a strong service orientation and hospitality mindset
• Strong communication skills, a sense of responsibility, and quality awareness
• Commercial awareness combined with an eye for aesthetics
• Strong intercultural competence
• Very good German and English skills; Spanish and/or additional foreign languages are an advantage
• Confident handling of Microsoft Office; knowledge of Opera PMS is an advantage

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.