Guest Experience Manager (Expat)/Quản lý trải nghiệm khách hàng (Người nước ngoài)

MAIN RESPONSIBILITIES
1. To guarantee the Brand Standards are being followed.
2. To give inductions and re-inductions to the staff related to quality tools and service
3. Guarantee the associates knows and transmits to the customer the Brand Service Culture (Operating procedures, storytelling, and Brand phraseology).
4. Participate actively to design the strategy to increase additional incomes (upselling).
5. Direct management of Guest Experience and Melia Connect teams and supervision of Spa and Recreation departments.
SENSORY ARCHITECTURE
1. 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).
2. To conduct random inspections through the different public areas.
QUALITY
1. Maintain a professional and high quality service oriented environment at all times.
2. 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.
3. 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.
4. To ensure the achievement of goals related with customers: gathering of email addresses and identification of customers.
5. To look after the enrolments and monitoring of MeliáRewards customers at the hotel and ensure the delivery of their benefits.
6. 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.
7. Coordinate daily activities with hotel management team on a daily basis.
8. Greet VIP guests upon arrival and ensure escort to accommodations if appropriate.
9. Monitor all VIP's special guests and requests assigning amenities to VIP clients (according to personal preferences) and welcome letters.
10. Keep in contact directly with the customers (Public Relations of the hotel, courtesy calls, present at the outlets, etc.).
11. Maintains working relationships and communicates with all departments.
12. To deal with all customer complaints (during and post stay) according to the standard procedure. Resolves guest problems quickly, efficiently, and courteously.
13. Updates guests profile information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
14. Work closely with the Housekeeping Department & Front Office to improve guest services and foster cross departmental communication
15. Hold monthly Quality meetings keeping staff informed of all quality results, reinforcing Brand Standards and promoting a strong team atmosphere and brand service culture.
16. Prepare an action plan based on the results of the customer satisfaction, with hotel management team and General Manager.
17. Rooms Supervision (random and VIP) + Event Rooms (setup of the meeting room).
18. 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.
19. 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)
1. Guarantee the product and service standards, and Brand Image in the hotel (implementation and follow up).
2. Conduct Mystery Guest Self Audits to ensure the service and product are up to the standards.
3. Prepare an action plan on the results of the Mystery Guest, with Heads of Department and General Manager.
4. 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
1. Supervise the activities department (depending on the Brand).
2. WOW moments, events.
PERSONNEL
1. Outgoing and people oriented
2. Motivator and self-starter
3. Team builder Displays initiative
4. Commitment to professional values
5. Sense of humour
6. Customer oriented
7. Proper uniform with nametags and correct grooming
8. To be fully aware of Employee's Handbook, Knowing Your Product booklet as well as Fire & Emergency Manual.
9. Must have high energy, the ability to operate autonomously, engage with senior leadership and a go getter attitude
10. 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