The world is yours with Meli Joining Meli is to embark on a journey without borders, where your potential to grow, lead and inspire has no limits. Its 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 & Quality Manager (Aura Manager) Department: Guest Experience / Management Location: London, UK Reports to: Hotel Manager Package: Competitive package, 10% annual performance bonus, plus service charge Whats in it for you? Competitive compensation package Global career opportunities across 350+ hotels Hotel discounts for you, your friends & family worldwide Health medical cash plan Company pension scheme 5% Loyalty rewards & refer-a-friend bonus 29 days holiday including bank holidays Unlimited access to Melis global e-learning platform Career growth within a global hospitality brand High-street savings through Perks at Work Meals on duty Mission As Guest Experience & Quality Manager (Aura Manager) , you will bring the ME brand to life by shaping how guests feel throughout their journey. You will create emotionally engaging, culturally relevant and personalised experiences that go beyond traditional service, ensuring every interaction reflects the brands lifestyle positioning and delivers a strong sense of value and connection. Key Responsibilities Bring the ME brand to life through service style, guest interaction and atmosphere Curate and elevate the end-to-end guest journey, from arrival to departure Build strong relationships with VIP, loyal and high-value guests Anticipate guest needs and deliver personalised, meaningful experiences Act as a cultural host, connecting guests with local lifestyle, art, music and gastronomy Collaborate with Marketing to support events, activations and cultural programming Identify opportunities to enhance guest experience and perceived value Monitor guest feedback and implement continuous improvements Coordinate with all departments to ensure seamless and elevated service delivery Contribute to the development of signature touchpoints and brand-led experiences What were looking for Experience in luxury or lifestyle hospitality environments Background in Guest Experience, Front Office leadership, VIP relations or concierge Strong understanding of high-end service and personalised guest journeys Charismatic, emotionally intelligent and guest-focused approach Culturally aware with interest in lifestyle trends (art, music, fashion, gastronomy) Excellent communication and interpersonal skills Ability to think strategically and execute operationally Strong organisational skills and attention to detail Commercial awareness and understanding of guest value perception Fluency in English (additional languages are a plus) Because belonging to the great Meli family is being VIP At Meli, our people are the heart of everything we do. Whether youre stepping into leadership or continuing to grow your expertise, youll be part of a culture defined by 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 strive to create an inclusive, accessible environment for all. At Meli, we believe our differences make us stronger and help build a responsible present and a sustainable future. If you want to be a Very Inspiring Person, apply now and start your journey with Meli. Follow us on: Instagram LinkedIn Twitter Indeed Glassdoor

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