Job description
Mission The Aura Host meets the daily operations of the department, committing to achieving excellence in customer satisfaction. What will you have to do? OPERATIONS • Comply with the attributes, standards and manuals that apply in their 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. Be aware of the Voice of the Customer results, complying with the defined improvement plans. • 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. HEALTH & SAFETY// HEALTHY WORKPLACE • Be knowledgeable of the hotel’s evacuation plan. • Be knowledgeable of the personal protective equipment and use it correctly. • Be knowledgeable of the methods, work procedures and risks inherent to their activity. • Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual. What are we looking for? EDUCATION AND TRAINING: University degree, preferably Tourism or Hospitality, Marketing or similar. LANGUAGES: Local language (depending on the geographical location of the property) and advanced English. A third language would be an asset. SPECIFIC KNOWLEDGE: • Knowledge of brand strategies • Knowledge of hotel management and/or Customer Experience tools. • Financial knowledge. • Knowledge of Hotel Operations. • Ability to lead and inspire a team. • Organisation and planning. • Analytical capacity. • Proactivity and Innovation. • Excellent communication skills. • High vocation for service. • Problem-solver. • Attention to detail. EXPERIENCE: • At least 1 year of experience in the Guest Experience department or other customer-facing department.
Requirements
About the company
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.