Guest Experience Manager

**Guest Experience Manager - PALAZZO CORDUSIO GRAN MELIA' Milano**

**_“The world is yours with Meliá”_**

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

**MISSION**:Ensures compliance with the quality standards defined for the different hotel departments and that all brand and operations manuals are updated and adapted to the peculiarities of the hotel

**BRAND**

Has excellent knowledge about the hotel brand and history and is seen as the leading expert on the brand in the hotel, always helping colleagues interpret the brand.

An excellent example of exceptional and personalised service, proactive, showing initiative and constantly demonstrating teamwork.

Supervises the different hotel areas/ departments, ensuring they meet service and product standards

Ensures the hotel remains in line with local trendsLeads brand implementation and the adaptation of processes to the nature of the hotel

**SENSORY ARCHITECTURE**

Supervises public areas to ensure that the sensory architecture is perfect, including the correct music, volume, lighting, decoration, temperature and environment.

Ensures that each team member follows the brand’s grooming and uniform standards.

Creates hotel technical data sheets defining the atmosphere, detail and location of decorative elements and ambience (light, music, candles) for each day's scene and the different areas of the hotel.

**GUEST SERVICES**

Implements and supervises the correct execution of the 360º customer experience: Sense of arrival, welcome drink, room escort, welcome card, welcome F&B and amenities, VIP amenities, hotel storytelling, follow-up during stay and farewell

Ensures that both he/she and his/her team are in constant contact with guests to be aware of their satisfaction levels at all times, defining a complete “meet & greet” protocol and hotspots in the hotel with daily rotations to keep the 5 senses alive throughout the day.

Implements and supervises the correct implementation of the complaints handling protocol and review of responses.Acts on guest feedback to constantly improve experiences.

**MELIA CONECTA**

Manages guest preferences to surprise guests by creating personalised experiences.

**BRAND STANDARDS**

Supervises team members and other departments to ensure the correct implementation of Brand Standards and Procedures.

Ensures compliance with manuals and brand attributes, following up with all hotel departments and coordinating any actions required with the different HoD.

Responsible for achieving brand objectives through Mystery Guests, conducting a bi-annual self-audit, and creating an action plan to address major discrepancies

**RESULTS**

Responsible for the achievement of company and brand satisfaction objectives for the main KPIs: GRI, QPI, GSS, NPS

Analyses quality results, guest comments, evolution and achievement of objectives by channel. Creates, implements and reviews action plans for constant improvement to ensure a unique and positive experience for guests at all times.

Analyses quality results, guest comments, evolution and achievement of objectives by channel. Creates, implements and reviews action plans for constant improvement to ensure a unique and positive experience for guests at all times.

Responds to and monitors comments every day in the different online channels

**THE LEVEL**

Defines, supervises and implements the correct experience for The Level customers.

Implements and monitors The Level attribute for the different departments involved

Rigorously supervises the sensory architecture in The Level Lounge: buffet, music, lighting, decoration, etc.

**BUDGET**

Defines the annual budget for the Experiences Department, ensuring a constant review of results and costs and justifying any debatable activities.

Detects key investment needs to meet brand standards and improve the customer experience

**MELIÁ REWAR**DS

Creates a sense of belonging and loyalty among guests. Ensures compliance with the MeliáRewards objectives defined by the company

**ESG**

Ensures that the hotel follows MHI ESG principles and supports implementation of specific tactical activities.

Implements new ideas related to sustainability

Innovates and creates new sustainable processes

Communicates to customers the hotel sustainability activities

Implements social and cultural actions in the destination

Supervises energy savings with the aid of the Technical Services team

Reports actions taken to Utoo

Defines the hotel Sustainability Report

**HR**

Selects, recruits and trains his/her te