Gran Meliá Job Vacancy — Guest Experience Manager | August 2026

Gran Meliá Job Vacancy — Guest Experience Manager | August 2026

Guest Experience Manager

Gran Meliá 

Company Overview  

Gran Meliá Arusha is an icon of luxury hospitality in East Africa, situated between Mount Meru and Mount Kilimanjaro. Operating under Meliá Hotels International, Gran Meliá delivers exceptional, world-class guest experiences underpinned by Spanish hospitality, elegance, and sustainable luxury.

🌟 Brand Culture: Meliá offers a global, diverse work environment where employees enjoy unique career growth paths, exclusive benefits via My MeliáRewards and My MeliáBenefits, and a culture that encourages passion for guest service.

Position Summary

• Job Title: Guest Experience Manager

• Organization: Gran Meliá Arusha (Meliá Hotels International)

• Job Location: Arusha, Tanzania

• Job ID: 127713

• Career Level: Middle Management

• Open Positions: 1

• Date Posted: August 05, 2026

• Application Deadline: August 18, 2026

• Employment Type: Full-Time

Job Purpose

The Guest Experience Manager acts as the primary Brand Ambassador for Gran Meliá Arusha, ensuring the seamless delivery of brand attributes, operating standards, and luxury service protocols. This role oversees guest experience customization, manages Voice of the Customer (VoC) analytics, drives digital guest experience strategies, and manages departmental budgets and performance metrics.

Key Responsibilities & Accountabilities

• Brand Ambassadorship & Quality Standards:

  • Serve as the hotel’s brand ambassador, driving strict implementation of brand identity manuals, operational standards, and department protocols.

  • Define and execute continuous quality improvement plans across all guest-facing departments.

• Guest Experience & Incident Management:

  • Personalize guest stays, anticipate needs, and proactively resolve issues to exceed guest expectations.

  • Oversee guest incident resolution, ensuring corrective actions are documented and communicated.

  • Implement and monitor the hotel’s digital guest experience initiatives in line with global corporate strategy.

• Voice of the Customer (VoC) & Analytics:

  • Track, analyze, and report VoC feedback metrics, establishing clear target milestones for service excellence.

  • Translate guest satisfaction data into actionable operational enhancements and staff training initiatives.

• Financial Management & Budgeting:

  • Assist in formulating the Guest Experience department budget, monitoring operational costs and revenue projections.

  • Analyze financial deviations alongside the Business Partner and implement timely cost-containment measures.

Candidate Qualifications & Competencies

Education & Experience:

• Education: Bachelor’s Degree in Hospitality Management, Tourism, Marketing, Business Administration, or a related field.

• External Candidates: Minimum of 3 years’ experience in a similar Guest Experience / Quality Management role within the luxury hospitality industry.

• Internal Candidates: At least 2 years’ experience within Meliá’s Guest Experience department in a managerial capacity.

Required Knowledge & Skills:

• Deep understanding of luxury hotel operations, brand positioning strategies, and financial budgeting.

• Experience utilizing hotel management systems (PMS) and Customer Experience Management/VoC platforms.

• Excellent leadership, organizational, problem-solving, and analytical skills.

• Exceptional communication skills with high emotional intelligence and attention to detail.

How to Apply

Qualified hospitality leaders should submit their applications before the closing deadline:

• Location: Arusha, Tanzania

• Closing Date: August 18, 2026

CLICK HERE TO APPLY