Guest Experience Coordinator- Meliá Doha 5*
At Meliá Hotels International we value human and professional qualities. We work together to grow in a company that is the leader not only in our different lines of business but also in people management, one of our main foundations. For those reasons and because we know that you are talented, ambitious and are seeking to grow and improve as a professional, we are inviting you to come and achieve your dream with us.
With passion for service and people, the Guest Experience must be a good communicator and public relations oriented person; must have excellent people skills and be able to work in a multidisciplinary team. Extremely creative, modern and dynamic he or she must be patient, assertive, diplomatic, positive, able to improvise and pay attention to detail, with initiative and able to identify problems and propose alternatives in order to resolve them. Is a Person with Self-control, taking responsibility and accountability, disciplined and down to earth; pragmatist; the Guest Experience acts as the Brand guardian in matters of both image and promise.
DUTIES AND OTHER RESPONSIBILITIES:
Its aware of guest comments and results from a variety of tools (Market Metrix, travel web pages, Mystery Guest, Internal Audits, etc)
To prepare "Meliá Connects" and ensure all queries, requests and complaints are dealt within the specified time limit as the Corporate Policy sets this. To produce reports.
To be responsible for the VIPs (welcome, amenities, personalized service, etc).
To be responsible for the cleanliness & presentation of the Business Centre & to ensure that the equipment is maintained & in full working order.
To be informed about Guest Service Centre Log diary and where possible to maximize use of the facilities.
To ensure all guest’s questions and queries are answered as soon as possible; to report any complaints and compliments to the Guest experience Manager. To be familiar with & utilize the Hotel’s complaints procedures at all times.
To liaise with the General Manager’s office, Guest Experience & Guest Experience Supervisor, Front of House & Back of House departments in order to resolve current situations or complaints that could have a negative impact on the hotel & the company.
To actively demonstrate excellence in customer care and service, whilst maintaining high levels of respect and a professional image at all times within the hotel.
To maintain high levels of personal presentation and cleanliness in accordance with the hotel uniform and grooming standards.
To ensure that guests are welcomed into the hotel in a warm, genuine and professional manner and that where known, the guest is addressed by name.
To identify guest expectations, to ensure that their needs are met and where possible to exceed demand.
To ensure all guest’s questions and queries are answered as soon as possible.
To be fully conversant and capable of acting in an appropriate manner during emergency situations in accordance with the hotel emergency procedures.
To be fully conversant with all of the Hotel’s facilities. To have up to date product knowledge and to be aware of all current promotional activities that are being offered throughout the hotel.
To ensure the Guest Experience attributes: the hotel’s sensory architecture (music, scent, lighting, flowers, and personality of the appearance aspects).
To check that all collateral; stationery; etc; adhere to the Brand image standards (according to GEx Manager Instructions).
To be knowledgeable of the hotel’s storytelling.
Participate in all "wow" moments.
To cooperate with the activities department.
To reach the objective of selling packages (F&B, etc).
To propose ideas to generate up selling in the hotel.
To propose innovative ideas in terms of new products and tendencies.
To be knowledgeable of the brand’s personality.
To be knowledgeable of the hotel’s services (facilities, services, opening and closing times, special events and external points of interest).