Description
“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 Agent
Department: Guest Experience
Location: ME London Hotel, The Strand
Reports to: Guest Experience Manager
Package: £28,590 per annum + Service Charge
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 with Meliá Hotels Worldwide
- Generous service charge
- Company pension scheme & Life Assurance
- Health Cash Plan & discounted dental cover with HSF
- 28 days' holiday including public holidays
- Season Ticket Loan
- Unlimited access to Meliá's global learning platform (eMeliá)
- High-street savings through Perks at Work
- Complimentary meals on duty
Mission
As a Guest Experience Agent, you will play a key role in delivering exceptional and personalised guest experiences from arrival through to departure. Acting as a brand ambassador for ME London, you will anticipate guest needs, create memorable moments, and ensure every interaction reflects the luxury lifestyle experience synonymous with the ME by Meliá brand.
Working closely with operational departments, you will contribute to outstanding guest satisfaction by providing seamless service, resolving guest requests efficiently, and maintaining the highest standards of hospitality.
Key Responsibilities – Operational Excellence
- Deliver a warm, personalised welcome and provide exceptional service throughout the guest journey.
- Anticipate guest needs and exceed expectations by creating memorable and tailored experiences.
- Manage guest enquiries, requests, and complaints professionally, ensuring timely resolution and complete guest satisfaction.
- Support the hotel's digital guest journey using company systems and guest experience platforms.
- Monitor guest feedback and Voice of the Customer results, actively contributing to continuous service improvement.
- Ensure hotel standards, brand guidelines, and sensory experiences are maintained throughout all guest-facing areas.
- Promote hotel facilities, restaurants, bars, and local experiences through confident recommendations and upselling opportunities.
- Coordinate with Front Office, Housekeeping, Food & Beverage, Security, and Concierge teams to deliver a seamless guest experience.
- Monitor stock levels of guest amenities and departmental materials, ensuring efficient use of resources.
- Maintain accurate guest information and follow all hotel procedures, health & safety, and data protection standards.
What we’re looking for
- Previous experience in a luxury hotel, lifestyle hospitality, or guest-facing customer service role.
- Passion for delivering exceptional guest experiences with a personalised approach.
- Excellent communication and interpersonal skills with the ability to build rapport quickly.
- Strong attention to detail and commitment to maintaining luxury service standards.
- Ability to remain calm, professional, and solution-focused in a fast-paced environment.
- Good knowledge of London and the ability to confidently recommend local attractions and experiences.
- Comfortable using Microsoft Office and hotel guest management systems.
- Fluent English is essential; additional languages are highly desirable.
- Positive, collaborative team player with a proactive and flexible attitude.
- Eligibility to work in the UK.
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 beginning your hospitality career or continuing to develop your expertise, you'll become part of a culture built on respect, collaboration, and passion. From our newest talents to our most experienced professionals, 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 are committed to creating an inclusive, respectful, and accessible workplace where everyone can thrive. At Meliá, we believe our differences make us stronger while helping us build a responsible present and a more sustainable future.
Eligibility to work in the UK is required.
If you want to become a Very Inspiring Person, apply today and start your journey with Meliá.
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