Aura Coordinator - ME Malta 1

Job description

Job Mission: The Aura Coordinator meets the daily operations of the department, committing to achieving excellence in customer satisfaction. What will I be doing? • Assist with the organization and hosting of cultural events, creative exhibition and fashion shows. • Be up to date with the current trends, styles and luxury fashion and music. • Assist the Aura Manager and Marketing Manager with any events in-house. • Comply with the attributes, standards and manuals that apply in the Aura department, as well as ensure compliance in other areas. • Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations. • Efficiently use the different customer experience management tools. • Manage the guests’ digital experience, according to the global strategy. • Manage customer incidents, following the established protocols. • Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music. • Verify material orders following the set product guidelines, for better optimisation of economic resources. • Respond appropriately to guest complaints.   • Make appropriate service recovery gestures in order to ensure total guest satisfaction.    • Perform other duties as assigned.  • Perform check in and check out tasks when required. • Perform Courtesy calls to guests prior to arrival, during the guest stay, and after departure if required. • Manage Online and Phone reservations. • Assist guests with touristic information, transportation requests, and restaurant bookings. • Assist other departments with the delivery of room amenities and gifts if necessary. • Inspect rooms from a housekeeping perspective if necessary. • Manage cash and credit card payments. • Activate room keys using electronic key machine and reissue new room keys to guests as necessary by verifying guest identity and using electronic key machine. • Assign room according to guest request and preferences whenever possible. • Accommodate requests for room changes when possible. • File guest paperwork or documentation. • Sell a room/accommodation to guests without reservations based on availability. Confirm reservations and cancellations. • Provide luggage assistance upon arrival and departure. • Escort guests and clients to rooms or other hotel facilities. What are we looking for? • Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.    • Must be fluent in English; other languages are preferred.    • 1-year experience in a fast environment in the same or similar position in a hotel/resort.  • Passionate for Hospitality and with a strong attitude to interpersonal relationships

Requirements