Meliá Hotels International ★ 3.9

We are looking for Guest Experience Manager - Melia Vinpearl Danang Riverfront

MISSION:

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. Enjoys working collaboratively with others, contributing to the setting of priorities, development of strategies within defined scope and purpose and establishment of good communication systems within the team and supporting and encouraging creativity and innovation.

Will have direct supervision for enhancement of YHI Spa and Recreation departments and work together with HODs to increase the customer satisfaction and enhance the Guest Experience on these departments. Periodical Self evaluate on standards and quality control of the product and operation at the Hotel/Resort. Responsible for implementing modifications and new procedures for increasing the customer satisfaction. Training and supervision of staff in all departments on the matters related to guest interaction and direct contact with customers.

MAIN RESPONSIBILITIES:

• To guarantee the Brand Standards are being followed.
• To give inductions and re-inductions to the staff related to quality tools and service
• Guarantee the associates knows and transmits to the customer the Brand Service Culture (Operating procedures, storytelling, and Brand phraseology).
• Participate actively to design the strategy to increase additional incomes (upselling).

Direct management of Guest Experience and Melia Connect teams and supervision of YHI Spa and Recreation departments.

SENSORY ARCHITECTURE/ KIẾN TRÚC CẢM QUAN:

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

• Maintain a professional and high quality service oriented environment at all times.
• Analyze the results of the customer satisfaction survey & online guest satisfaction scores and performance (Review PRO-GSS). Reply guest surveys according to the protocol of response.
• 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.
• To ensure the achievement of goals related with customers: gathering of email addresses and identification of customers.
• To look after the enrolments and monitoring of MeliáRewards customers at the hotel and ensure the delivery of their benefits.
• 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.
• Coordinate daily activities with hotel management team on a daily basis.
• Greet VIP guests upon arrival and ensure escort to accommodations if appropriate.
• Monitor all VIP’s special guests and requests assigning amenities to VIP clients (according to personal preferences) and welcome letters.
• Keep in contact directly with the customers (Public Relations of the hotel, courtesy calls, present at the outlets, etc.).
• Maintains working relationships and communicates with all departments.
• To deal with all customer complaints (during and post stay) according to the standard procedure. Resolves guest problems quickly, efficiently, and courteously.
• Updates guests profile information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Work closely with the Housekeeping Department & Front Office to improve guest services and foster cross departmental communication
• Hold monthly Quality meetings keeping staff informed of all quality results, reinforcing Brand Standards and promoting a strong team atmosphere and brand service culture.
• Prepare an action plan based on the results of the customer satisfaction, with hotel management team and General Manager.
• Rooms Supervision (random and VIP) + Event Rooms (setup of the meeting room).
• 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.
• Guarantee the best customer experience at Red Level/The Level/ME+/Royal Service (pre-arrival call, pre arrival email, guests’ preferences, etc.).

BRAND VOICE and BRAND IMAGE (Brand standards)

• Guarantee the product and service standards, and Brand Image in the hotel (implementation and follow up).
• 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.
• Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, collaterals, etc.).

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

• Supervise the activities department (depending on the Brand).
• WOW moments, events.

REQUIREMENTS:

• University Degree, preferably in Tourism or Hospitality.
• Advanced level of English.
• Hotel operations.
• Public Relations and Customer Service.
• 2 years in a similar position in hotels with similar stars and services. Previous hotel Front Desk experience is preferred.