GUEST EXPERIENCE ASSISTANT MANAGER

Assist the Guest Experience Manager with the following tasks:

1. Prepare an action plan on the results of the Mystery Guest, with Heads of Department and General Manager.

2. Analyse the results of the customer satisfaction (ReviewPro and Online Channels).

3. Prepare an action plan on the results of the customer satisfaction, with Heads of Department and General Manager.

4. Give inductions and re-inductions to the staff.

5. Guarantee the staff knows and transmits to the customer the Service Culture (implantation and monitoring of culture, operating procedures, storytelling, Brand phraseology).

6. 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 (Public Relations of the hotel, welcome call, satisfaction call, present at the outlets, WOW moments, events, etc.).

8. Look after the attraction and monitoring of the MeliaRewards customers at the hotel and ensure the delivery of their benefits.

9. Deal with all customer complaints (during and post stay).

10. Adapt the sensorial experience at the hotel, following the Brand guidelines, to promote the other revenues, create good environments that will generate the customers to stay and consume (music, aromas, decoration, illumination, personality and control other physical aspects).

11. Assign amenities to VIP clients (according to personal preferences).

12. Rooms supervision (random and VIP) + Event rooms (setup of the meeting room).

13. Manage the customer requests and monitoring the MeliáConect.

14. Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, etc.).

15. Manage the internal communication plan (briefings, flash training, departmental meetings, etc.).

16. Promote, coordinate and implant ideas to improve the sustainable development and to increase the social contribution, inform to the customers through different channels.

17. Supervise the activities department (depending on the Brand).

18. Guarantee the best customer experience at The Level (pre- arrival call, food offering, etc.)

• EDUCATION AND TRAINING: University Degree, preferably in Tourism or Hospitality.
• LANGUAGES: Local Language and Advanced level of English.
• SPECIFIC KNOWLEDGE: Hotel operations; Public Relations and Customer Service.
• WORK EXPERIENCE IN OTHER COMPANIES (IF HIRED EXTERNALLY): 1 year experience in a similar position in hotels with similar stars and services.
• WORK EXPERIENCE IN MHI (IF SELECTED INTERNALLY): Permanence in the company for two years or more.