Cluster The Level Manager

**_“The world is yours with Meliá”_** Discover a path without limits at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work in several countries and become part of our extended global family. ** 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. **We are looking for Cluster The Level Manager - Melia Vinpearl Phu Quoc & Melia Vinpearl Cam Ranh Beach Resort (Vietnam)** ** MISSION**_: _Cluster The Level Manager is responsible for leading and overseeing The Level operations across multiple properties within the Southern cluster (Meliá Vinpearl Phu Quoc and Meliá Vinpearl Cam Ranh). This position ensures the consistent delivery of Meliá’s premium VIP service concept—The Level—providing an exceptional and personalized guest experience that reflects the brand’s highest standards of luxury and attention to detail. The role acts as the strategic driver of service excellence, team leadership, and operational alignment for all The Level facilities within the cluster ** OPERATIONS** - Oversee daily operations of The Level lounges, guest rooms, and exclusive areas across the assigned hotels, ensuring consistency in brand standards and guest experience. - Define and implement operational procedures aligned with Meliá brand standards, ensuring that each property maintains the same quality of service and attention to detail. - Supervise and mentor The Level Supervisors and Guest Experience teams at each hotel. - Coordinate guest recognition processes, including VIP arrivals, in-room amenities, personalized itineraries, and special requests. - Ensure seamless communication between The Level and other departments (Front Office, F&B, Housekeeping, Guest Experience). - Lead regular cross-hotel audits and ensure continuous compliance with brand standards. - Supervise guest check-in/check-out for The Level guests, ensuring privacy, efficiency, and excellence in every interaction. - Review and analyze guest feedback to identify service improvement opportunities across both hotels. - Work closely with the Cluster General Manager and Rooms Division to elevate the overall VIP service strategy. - Oversee cost control, inventory, and procurement for The Level operations **CUSTOMER EXPERIENCE** - Ensure The Level brand philosophy is fully embedded in daily operations and guest interactions. - Anticipate guest needs and create unique, personalized experiences for VIP guests. - Manage guest incidents and complaints promptly, ensuring quick resolution and follow-up. - Monitor Voice of the Customer results and develop improvement plans where needed. - Collaborate with the Guest Experience team to maintain the highest satisfaction scores among The Level guests. - Guarantee that all sensory and identity standards (music, scent, décor, ambiance) are properly implemented in The Level areas **REQUIREMENTS** - Bachelor’s degree in Hospitality Management, Tourism, or related field (Master’s degree preferred) - Fluent English (mandatory); knowledge of an additional language is an advantage - Deep understanding of luxury hospitality operations. - Proven leadership in VIP or Club Lounge operations within 5-star properties and international brand - Strong interpersonal and communication skills. - Exceptional guest relations and complaint handling abilities. - Creativity, adaptability, and an eye for detail. - Minimum 4 years in a management role within Rooms Division, Guest Experience in a luxury hotel environment. - Previous experience in multi-property (cluster) management is highly desirable **At Meliá we are all VIP** _ At Meliá Hotels International, we are committed to _**_equal opportunities between women and men_**_ in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally._ _ We promote our commitment to _**_equality and diversity_**_, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that _**_diversity and inclusion among our employees are essential for our success as a global company_**_._ _ Additionally, we support the sustainable growth of our industry through _**_a socially responsible team_**_. In this sense, our motto is "_**_Towards a sustainable future, from a responsible present_**_". Thanks to al our collaborators, we make it possible._ To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "**Protect Your Application**" page. If you