MISSION:A Guest Experience Director is responsible for creating the best customer experience, ensuring their satisfaction and loyalty. Interacts with customers to exceed their expectations and increase their satisfaction and loyalty. Guarantees that the whole team of the hotel knows and respects the Service Culture and Brand Standards.
Guarantee the product and service standards, and Brand Image in the hotel (implantation and control).
Prepare an action plan on the results of the Mystery Guest, with Heads of Department and General Manager.
Analyse the results of the customer satisfaction (ReviewPRO).
Prepare an action plan on the results of the customer satisfaction, with Heads of Department and General Manager.
To give inductions and re-inductions to the staff.
Guarantee the staff knows and transmits to the customer the Service Culture (implantation and monitoring of culture, operating procedures, storytelling, Brand phraseology).
Take care of the online reputation of the hotel, on the websites and OTAs (analysis of comments, to promote the comments by the customers and reply).
Keep in contact directly with the customers
Participate actively to design the strategy to increase additional incomes (upselling).
To ensure the achievement of goals related with customer 360:
Adapt the sensorial experience at the hotel, following the Brand guidelines, to promote the other revenues creating good environments that will generate the customers to stay and consume (music, aromas, decoration, illumination, personality and control other physical aspects).
Promote, coordinate and implant ideas to improve the sustainable development and to increase the social contribution, inform to the customers through different channels.
Manage the customer requests and monitoring the Serviexpress/ Meliá Conecta/ SOLutions/House Service/Guest House Center /ME for YOU or Guest Service line.
Give support to the General Management of the hotel (Manager on duty, specific projects, pilot projects, etc.).
Guarantee the best customer experience at The Level/Red Level/ME+/Royal Service (pre-arrival call, food offering, etc.).
To deal with all customer complaints (during and post stay).
Promote and support the Recognition Plan of the hotel.
Manage the internal communication plan (Briefings, Flash Training, departmental meetings, etc.).
Rooms Supervision (random and VIP) + Event Rooms (setup of the meeting room).
Assigning amenities to VIP clients (according to personal preferences).
To look after the attraction and monitoring of the MeliaRewards customers at the hotel and ensure the delivery of their benefits.
Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, etc.).
Supervise the activities department (depending on the Brand).
