Area: Guest Experience and Customer Service
Location: Milano, IT
"The world is yours with Meliá" Discover a boundless path at Meliá, where opportunities for growth and development are endless.
Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family.
Discover some of the benefits we offer: My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages. My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle. 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 in 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. High vocation for service. Problem-solver. EXPERIENCE:
2 years in a similar position in the hospitality industry.
At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies.
We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally. We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age.
We believe that diversity and inclusion among our employees are essential for our success as a global company. Additionally, we support the sustainable growth of our industry through a socially responsible team.
In this sense, our motto is "Towards a sustainable future, from a responsible present". If you want to be "Very Inspiring People", follow us on:
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