Guest Experience Supervisor

“The world is yours with Meliá”

Joining Meliá Hotels International is to embark on a journey
without borders, where your potential to grow, lead and inspire has no limits.
It’s knowing that the world is yours — that you can elevate your career across
countless destinations, all while being part of one warm, supportive, and
passionate family.

Guest Experience Supervisor

Department: Guest Experience

Location: ME London

Reports to: Guest Experience Manager

Package: Competitive salary + service charge + company benefits

About ME London

ME by Meliá is a collection of lifestyle hotels where culture, creativity and community come together to create something truly distinctive. Each ME hotel is deeply connected to its destination, becoming a social hub that attracts the city’s cultural scene. Music, art, design, fashion and gastronomy define the ME experience — offering our guests far more than just a place to stay.

If you radiate energy, have a strong personal style, love culture, trends, music and innovation, and enjoy creating memorable experiences, then ME by Meliá is the place for you.

What’s in it for you?

• Global career opportunities across more than 350 hotels
worldwide

• Hotel discounts for you, your friends & family across the globe

• Generous service charge

• Life Assurance x3 salary

• Health cash plan & discounted dental and optical cover

• Pension scheme

• Meals on duty

• 29 days holiday including bank holidays

• Access to Meliá’s learning and development platform

• High-street discounts through Perks at Work

• Refer-a-friend bonus scheme

Mission

As Guest Experience Supervisor, you will support the Guest
Experience Manager in delivering exceptional service standards across the
hotel, ensuring every guest journey is personalised, seamless, and memorable.

You will lead by example within the lobby and public areas,
acting as an ambassador for the brand while supervising daily operations,
supporting the Guest Experience team, and ensuring service excellence at every
touchpoint.

With a strong focus on guest satisfaction, VIP experiences,
operational efficiency, and team collaboration, you will help maintain ME
London’s position as a leading lifestyle destination.

Key Responsibilities

Operational Excellence

• Support the Guest Experience Manager in the daily
operation of the department

• Deliver exceptional and personalised guest service, ensuring all requests and
concerns are handled efficiently and professionally

• Supervise the guest journey from arrival to departure, ensuring a seamless
experience throughout the stay

• Anticipate guest and VIP needs, exceeding expectations whenever possible

• Handle guest feedback and complaints promptly, following company procedures
and service recovery standards

• Coordinate VIP arrivals, amenities, and special requests in collaboration
with operational departments

• Maintain strong communication with Front Office, Housekeeping, Food &
Beverage, Security, and other departments to ensure service excellence

• Monitor hotel standards and procedures across guest-facing areas to maintain
luxury presentation and service consistency

• Promote hotel facilities, services, and experiences through upselling and
cross-selling opportunities

• Support departmental administration including rota management, payroll
coordination through Fourth, and operational reporting

• Assist with onboarding and training new team members within the Guest
Experience department

• Ensure compliance with hotel policies, health & safety procedures, and
emergency protocols

What we’re looking for

• Previous experience in a luxury hotel or lifestyle
hospitality environment

• Strong guest relations and problem-solving skills

• Excellent communication and interpersonal abilities

• High attention to detail and service standards

• Ability to remain calm and professional in a fast-paced environment

• Experience supervising or supporting a front-of-house or guest services team

• Knowledge of hotel systems and payroll/rota platforms such as Fourth is
advantageous

• Fluent English required; additional languages are a plus

Because belonging to the great Meliá family is being VIP

At Meliá Hotels International, our people are the heart of
everything we do. Whether you’re stepping into leadership or building on your
expertise, you’ll be part of a culture defined by respect, collaboration, and
passion. From our newest talents to the most seasoned leaders, we are all Very
Inspiring People — and that includes you.

Our Commitment to Diversity & Inclusion

We are proud to be an equal opportunity employer. We
celebrate diversity and strive to create an inclusive, accessible environment
for all. At Meliá, we believe our differences make us stronger and fuel
innovation.

If you want to be a Very Inspiring Person, apply now and
start your journey with Meliá.

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