The world is yours with Meli
Discover a boundless path at Meli, 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 MeliRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
- My MeliBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.
Be proud to belong to Meli as we are proud of you
Mission:
Responsible for creating the best customer experience, ensuring their satisfaction and loyalty. Interacts with customers to exceed their expectations and increase their satisfaction and loyalty. Guarantees that the whole team of the hotel knows and respects the Service Culture and Brand Standards.
Main requirements:
- Guarantee the product and service standards, and Brand Image in the hotel (implementation and control).
- Prepare an action plan on the results of the Mystery Guest, with Heads of Department and General Manager.
- Analyse the results of the customer satisfaction (ReviewPRO).
- Prepare an action plan on the results of the customer satisfaction, with Heads of Department and General Manager.
- To give inductions and re-inductions to the staff.
- Guarantee the staff knows and transmits to the customer the Service Culture (implementation and monitoring of culture, operating procedures, storytelling, Brand phraseology).
- Take care of the online reputation of the hotel, on the websites and OTAs (analysis of comments, to promote the comments by the customers and reply).
- Keep in contact directly with the customers.
- Participate actively to design the strategy to increase additional incomes (upselling/cross-selling).
- To ensure the achievement of goals related with customer 360:
- To look after the attraction and monitoring of the Melia Rewards customers at the hotel and ensure the delivery of their benefits.
- To deal with all customer complaints (during and post stay).
- Adapt the sensorial experience at the hotel, following the Brand guidelines, to promote the other revenues creating good environments that will generate the customers to stay and consume (music, aromas, decoration, illumination, personality and control other physical aspects).
- Assigning amenities to VIP clients (according to personal preferences).
- Rooms Supervision (random and VIP) + Event Rooms (setup of the meeting room).
- Manage the customer requests and monitoring the Meli Connect team
- Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, etc.).
- Manage the internal communication plan (Briefings, Flash Training, departmental meetings, etc.).
- Promote, coordinate and implement ideas to improve the sustainable development and to increase the social contribution, inform to the customers through different channels.
- Promote and support the Recognition Plan of the hotel.
- Give support to the General Management of the hotel (Manager on duty, specific projects, pilot projects, etc.).
- Supervise the activities department (depending on the Brand).
- Guarantee the best customer experience at The Level.
- Other tasks assigned by line manager.
Main responsibilities:
- University Degree, preferably in Tourism or Hospitality.
- Local Language and Advanced level of English
- Hotel operations.
- Public Relations and Customer Service.
- 2 years in a similar position in hotels with similar stars and services.
At Meli we are all VIP Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meli an opportunity for constant growth and a passport to create your future wherever you want.
Our warmth, proximity and passion for what we do make working at Meli an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you,
VIP People.
At Meli 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 dicrimination, 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. Thanks to al our collaborators, we make it possible.
If you want to be
Very Inspiring People, follow us on:
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