GEX - Director de Experiencia del Cliente

Somos la compañía líder en España y una de las mayores del mundo, con diez marcas reconocidas y más de 370 hoteles en cuatro continentes. Meliá Hotels International es el único entre los veinte mayores grupos hoteleros internacionales con un origen vacacional y con el tamaño ideal para combinar una excepcional hospitalidad con una gestión eficiente y cercana a sus stakeholders. Todo esto, unido a nuestra calidez y pasión españolas, nos hace únicos y diferentes.


En Meliá todos somos Very Inspiring People, grandes profesionales que hacen el día a día más fácil y excepcional. Desde el recién llegado hasta el más veterano, todos ellos reúnen unas cualidades únicas e importantes que hacen que trabajar en Meliá sea una oportunidad de crecimiento constante y un pasaporte para crear tu futuro donde quieras.

Das erwartet Dich:  <ul><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Du bekommst Einblicke in sämtliche Fachbereiche und unterstützt uns tatkräftig, während deines Studiums</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Du ergänzt unser Team und sorgst dafür, dass unsere Gäste sich rundum wohl bei uns fühlen und stets exzellenten Service erhalten</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Gästekontakt, Dienstleistungsorientierung, Beschwerdemanagement sowieTeamarbeit  </li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Du etablierst und pflegst wertvolle Arbeitsbeziehungen und vermittelst unsere Unternehmenskultur und –werte</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Soft-Skill-Entwicklung: Kommunikation, Führung, Konfliktmanagement, Zeit- und Stressmanagement, interkulturelle Kompetenz </li></ul>  Wonach wir suchen:  <ul><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Erste Praktika in der Hotellerie sind von Vorteil, aber kein Must-Have</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Du hast gute Sprachkenntnisse in Deutsch und Englisch</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Ein Lächeln und ein Hallo für jeden Gast und Kollegen</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Du bist ein echter Team Player</li><li style="font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-size:14.0pt">Du bist lösungsorientiert und scheust dich nicht vorHerausforderungen</li></ul>

Duales Studium im INNSiDE by Meliá Hamburg Hafen

Misión:El Level Host es responsable de gestionar la experiencia de los huéspedes VIP y de los huéspedes alojados en las habitaciones superiores del hotel, brindándoles experiencias y atenciones únicas, comprometiéndose con la excelencia en la satisfacción del huésped.Operaciones:Gestionar la experiencia de los huéspedes VIP y de los huéspedes alojados en habitaciones superiores, asegurando un excelente servicio durante su estancia, anticipándonos a sus necesidades y superando sus expectativas.Gestionar la llegada de huéspedes VIP y huéspedes alojados en habitaciones de atributo superior, asegurando que dispongan de toda la información sobre los servicios e instalaciones del hotel durante su estancia.Gestionar eficientemente todas las solicitudes de los huéspedes, en términos de información, peticiones y/o servicios especiales, aplicando técnicas de upselling y cross-selling para optimizar los ingresos extra del hotel y comprometiéndose a conseguir su completa satisfacción.Gestionar las incidencias de los clientes, siguiendo los protocolos establecidos.¿Que buscamos?EDUCACIÓN Y FORMACIÓN: Licenciado en Mercadeo, comunicación Social, Administracion de empresas.IDIOMAS: Dominio del idioma inglés como segundo idioma, preferible otros idiomas (Frances y portugués)EXPERIENCIA: Sin experiencia o nociones de Servicio al cliente.CONOCIMIENTOS ESPECÍFICOS: Dominio del Paquete Microsoft OfficeInterés en la hospitalidadHabilidades de comunicaciónCultura de servicioGestión de Clientes y Comercialización

The Level Host

MISSION: The Assistant Guest Experience Manager supports the department Manager in the development and implementation of the departmental strategy established in the hotel, committing to achieve excellence in customer satisfaction and the optimisation of economic and human resources under their responsibility. WHAT WILL YOU HAVE TO DO: OPERATIONS<ul><li>Support the head of department, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in other areas, supporting the implementation of improvement plans if necessary.</li><li>Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.</li><li>Support in the implementation of the different customer experience management tools, as well as monitor and support in the analysis of the results of the Voice of the Customer, ensuring compliance with the goals set and supporting in the creation of improvement plans if necessary.</li><li>Support in the implementation of the digital experience of guests, as per the global strategy.</li><li>Manage customer incidents, following the established protocols.</li><li>Support in the adaptation of the standards subject to the local customisation of the product.</li><li>Support negotiations with external suppliers, following set product guidelines.</li><li>Support in the definition, development and implementation of the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and background music, ensuring compliance in the different areas.</li><li>Verify material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of the department’s inventories.</li><li>Support in the implementation of the Experience and/or Event Programme strategy as applicable.</li><li>Support in the definition, implementation and management of the Entertainment programme strategy as applicable.</li><li>Support in the management and supervision of the Guest Service Line (if applicable), ensuring that the standards and services set for the department are efficiently met to achieve ultimate customer satisfaction.</li><li>Support in the management and supervision of the Guest Services / Concierge / Butler / Destination Concierge team (if applicable), ensuring that the standards and services set for the department are efficiently met to achieve ultimate customer satisfaction.</li><li>Search and analyse information on the competitors to maintain the hotel positioning.</li><li>Research and develop innovative experiences and services that keep the hotel at the forefront.</li><li>Support in the hotel's seasonal closure and reopening processes.</li><li>Coordinate, support the implementation and analyse the pilots in their area.</li></ul>ECONOMIC-FINANCIAL<ul><li>Be knowledgeable of their department's budget</li><li>Support the head of department in the preparation of projections.</li><li>Is knowledgeable of the economic results of the hotel and the economic results of their department, as well as the deviations vs. budget/projection.</li><li>Ensure the fulfilment of the economic goals established in the department and being aware of the economic goals of the hotel, as well as their fulfilment.</li><li>Support the head of department in the placing of orders following the established procedure, as well as in the control of materials and services.</li></ul>HUMAN RESOURCES<ul><li>Support and participate in the identification of talent in their department.</li><li>Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, Melia Listens, E-melia, development plans, Inspiring Opportunities, Graduates Programs, Code of Ethics...).</li><li>Identify high potential staff, as well as actively participate in the development of the team and trainees (if applicable).</li><li>Follow up on the climate action plans defined by the department.</li><li>Encourage the participation of their team in the wellness programmes available at the Hotel.</li><li>Promote the use of social media following the guidelines established by the company.</li><li>Support in the recruitment of the team and its dissemination in social media.</li></ul>HEALTH &amp; SAFETY// HEALTHY WORKPLACE<ul><li>Be knowledgeable of the hotel’s evacuation plan.</li><li>Support in the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries.</li><li>Ensure compliance with the Occupational Health and Safety Procedures and Instructions.</li><li>Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and use by means of the corresponding training actions.</li><li>Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.</li></ul> WHAT ARE WE LOOKING FOR: EDUCATION AND TRAINING: University degree, preferably Tourism or Hospitality, Marketing or similar.  LANGUAGES: Fluent Vietnamese and advanced English.  SPECIFIC KNOWLEDGE: <ul><li>Knowledge of brand strategies </li><li>Knowledge of hotel management and/or Customer Experience tools. </li><li>Financial knowledge. </li><li>Knowledge of Hotel Operations. </li><li>Ability to lead and inspire a team. </li><li>Organisation and planning.  </li><li>Analytical capacity. </li><li>Proactivity and Innovation. </li><li>Excellent communication skills. </li><li>High vocation for service. </li><li>Problem-solver. </li><li>Attention to detail. </li></ul> EXPERIENCE: External: 2 years in a similar position in the hospitality industry. Internal: At least 1 year of experience in the Guest Experience department or other customer-facing department.

Assistant Guest Experience Manager - Melia Ba Vi Mountain Retreat

Located in the iconic Opus by Omniyat, ME Dubai is the first ME by Meliá hotel in the Middle East — and the only hotel in the world designed inside and out by the late Dame Zaha Hadid. Nestled in the heart of the Burj Khalifa district, ME Dubai features 93 rooms and suites, with Central Cosmo Tapas and Bar as its signature F&amp;B outlet. The Guest Service Line at ME is dedicated to delivering outstanding guest experiences by ensuring smooth communication between guests, the property, and team members. The team proactively plans and manages daily operations, communicates clearly and professionally, and upholds the brand's standards and spirit in every interaction. They handle internal and external calls with warmth, manage guest requests and follow-ups efficiently, and maintain up-to-date knowledge of hotel services, cultural events, and emergency procedures. By actively supporting other departments and participating in daily briefings, they help deliver seamless service and uphold the image and values of the ME brand.

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Duales Studium im INNSiDE by Meliá Hamburg Hafen

The Level Host

Assistant Guest Experience Manager - Melia Ba Vi Mountain Retreat

Guest Service Line Agent

Duales Studium im INNSiDE by Meliá Hamburg Hafen

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