Guest Experience Director/Guest Experience Manager - Melia Hanoi

Job Description

We are looking for Guest Experience Director/Guest Experience Manager - Melia Hanoi

 

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

 

Main responsibilities:

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 personalized 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 trends
    Leads brand implementation and the adaptation of processes to the nature of the hotel

EXPERIENCES
    Tracks sales of Destination Experiences and updates the menu as required.
    With the support of the Marketing Partner and/or Hotel Sales and Marketing and/or external agencies, creates the menu of Hotel Destination Experiences
    Ensures all team members are aware of the Destination Experiences menu and able to inform hotel guests.
    Keeps an updated database of culturally relevant venues and events in the city.
    With the support of the Marketing Partner and/or Area Sales, creates the menu of hotel in-house Experiences
    Responsible for having an updated list of suppliers to renew experiences and work on their constant improvement
    Monitors sales of in-house experiences and defines communication strategy
    Ensures that all team members are aware of the in-house experiences menu, ensuring that they are all able to inform hotel guests.

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
    Responsible for noting and managing guest preferences to surprise guests by creating personalised experiences.
    Supervises follow-up by the team on customer requests during their stay
    Implements and supervises correct communication with guests in the pre-stay/stay/post-stay periods: email prior to arrival, courtesy call, good-morning email and "we miss you".

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 achieving 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.
    Ensures that all colleagues are informed about the hotel satisfaction KPIs, key objectives and achievements.
    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 REWARDS
    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 team
    Ensures correct and sufficient Opera/Sihot PMS training in addition to other tools used in the hotel
    Creates, implements and monitors development plans for team members
    Participates in the onboarding and training of new staff members, transmitting the brand promise, philosophy and values.
    Evaluates the development of team members and conducts performance evaluations for each of them as required by the company.
    (In case of an OC that is not physically close to the hotels) Ensures, in coordination with HR, the physical delivery of uniformity (depending of the hotel, Housekeeping is in charge of this task), name tag, locker key and PPE to new associates in the team, as well as ensuring their return at the end of the contract.

TEAM LEADERSHIP
    Creates an optimistic atmosphere in the workplace, maintaining an excellent level of positivity to ensure a positive work environment.
    Leads and encourages monthly departmental meetings, ensuring open and clear communication and excellent team morale.
    Daily briefing with the team to review news, incidents, process updates, etc.

MARKETING
    Creates a selection of hotel information, events and activities to be sent to the social media agency for weekly posts.
    Reviews and aligns all audiovisual content in hotel common areas: screens, lifts, promotional content, TV-room content according to brand standards.
    Guarantees that guests receive full information on activities, happenings, modifications to services or any other relevant information for their stay at the hotel (digital screens, App, Discover, etc.)
 

Main requirements:

- Fluent English in both speaking and writing

- Similar or same position at 5* International hotels chain

- Hospitality industry, customer service background.

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