MAIN RESPONSIBILITIES
Participate actively to design the strategy to increase additional incomes (upselling).
To guarantee the Brand Standards are being followed.
Guarantee the associates knows and transmits to the customer the Brand Service Culture (Operating procedures, storytelling, and Brand phraseology).
Direct management of Guest Experience and Melia Connect teams and supervision of YHI Spa and Recreation departments.
To give inductions and re- inductions to the staff related to quality tools and service
SENSORY ARCHITECTURE
Adapt the sensorial experience at the hotel, following the Brand guidelines, to promote other revenues creating good environments that will generate the customers to stay and consume (music, aroma, decoration, lighting, personality and control other physical aspects).
To conduct random inspections through the different public areas.
QUALITY
Keep in contact directly with the customers (Public Relations of the hotel, courtesy calls, present at the outlets, etc.).
Work closely with the Housekeeping Department & Front Office to improve guest services and foster cross departmental communication
To ensure the achievement of goals related with customers: gathering of email addresses and identification of customers.
Monitor all VIP’s special guests and requests assigning amenities to VIP clients (according to personal preferences) and welcome letters.
Manage the customer requests and monitoring the Serviexpress/ Meliá Connect/ SOLutions/ /ME for YOU/Guest Service Line. Track the most common requests/complaints in order to prepare an action plan for service improvement.
To look after the enrolments and monitoring of MeliáRewards customers at the hotel and ensure the delivery of their benefits.
Guarantee the best customer experience at Red Level/The Level/ME+/Royal Service (pre- arrival call, pre arrival email, guests’ preferences, etc.).
Updates guests profile information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
Greet VIP guests upon arrival and ensure escort to accommodations if appropriate.
Coordinate daily activities with hotel management team on a daily basis.
Rooms Supervision (random and VIP) + Event Rooms (setup of the meeting room).
Inform hotel management team during MB of group’s arrivals, VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly.
To deal with all customer complaints (during and post stay) according to the standard procedure. Resolves guest problems quickly, efficiently, and courteously.
Maintains working relationships and communicates with all departments.
Online reputation follow up on websites and OTAs (analysis of comments, to promote the comments by the customers and reply). Read and respond to all TripAdvisor reviews. Share feedback with the Hotel Management team.
Hold monthly Quality meetings keeping staff informed of all quality results, reinforcing Brand Standards and promoting a strong team atmosphere and brand service culture.
Maintain a professional and high quality service oriented environment at all times.
Prepare an action plan based on the results of the customer satisfaction, with hotel management team and General Manager.
Analyse the results of the customer satisfaction survey & online guest satisfaction scores and performance (ReviewPRO- GSS). Reply guest surveys according to the protocol of response.
BRAND VOICE and BRAND IMAGE (Brand standards)
Guarantee the product and service standards, and Brand Image in the hotel (implementation and follow up).
Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, collaterals, etc.).
Conduct Mystery Guest Self Audits to ensure the service and product are up to the standards.
Prepare an action plan on the results of the Mystery Guest, with Heads of Department and General Manager.
CSR
Promote, coordinate and implement ideas to improve the sustainable development and to increase the social contribution, inform to the customers through the different channels.
ACTIVITIES
WOW moments, events.
Supervise the activities department (depending on the Brand).
PERSONNEL
Must have high energy, the ability to operate autonomously, engage with senior leadership and a go getter attitude
Team builder Displays initiative
Customer oriented
Outgoing and people oriented
Motivator and self- starter
To be fully aware of Employee’s Handbook, Knowing Your Product booklet as well as Fire & Emergency Manual.
Proper uniform with nametags and correct grooming
Commitment to professional values
Must be able to think strategically as well as tactically; successfully integrate data from numerous sources to address complex business issues; discern usefulness of information for actionability, and turn data into useable business information using a variety of applied analytical techniques
Sense of humor
