Guest Experience Manager

7 months ago

Hanoi, Vietnam Melia Hotels International Full time

**_“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?

**Because belonging to the great Meliá family is being VIP**

You will enjoy **My MeliáRewards** which is the exclusive loyalty programme for our employees with exclusive benefits and advantages.

In addition, enjoy the **My MeliáBenefits** programme: with flexible remuneration, exclusive discounts on a variety of products and services, active and healthy lifestyles, and charitable initiatives. Be as proud to belong to Meliá as we are of you

We are looking for **Guest Experience Manager - Melia Hanoi**

**Mission**:

- The basic mission of the Experience Manager is to create, transmit and impulse sensory experiences, unique, customized and innovative feelings to our guests throughout the members of every operational department.
- To create a genuine service attitude for the different contact areas with the guest (before arrival, upon arrival and departure) ensuring quality of product, brand image and high levels of service.
- Corporate Reporting/ Brand Manager Guest Experience
- The person in charge of giving personality to the Hotel, by creating special ambiences supported by lighting, scent and musical identity in every area of the hotel.
- Also the one in charge of keeping up the brand image, the brand projection; ensuring the hotel’s stationary; the internal promotions & special Storytelling Days follow the Brand Book.

**Main responsibilities**:
**Daily Tasks**:

- To Check E-mails
- To get from PMS (Opera) VIP’s arrival list
- Check the rooms allocation according to VIP’s arrival list in coordination with FO
- To discuss with GM daily amenities and types of letters/cards
- To send the VIP’s summary of the day to all HOD’s involved
- To key in the necessary information in PMS (Opera guest’s reservations and profiles)
- To check The Level standards and set ups
- To inspect VIP’s assigned rooms
- Final room allocation (in case of any changes applicable) in coordination with FO
- To greet VIP’s and returning guests and guarantee the link between them and GM.
- To check the Market Metrix surveys and take the appropriate action
- To conduct lobby inspection in order to guarantee arquitecture sense perception (sight, smell, sound, touch and taste) and everything in place and correct order.
- To get the following day arrival list to check VIP’s and repeating guests
- VIP’s classification and amenities assignment. Start preparing letters and cards for the following day
**Weekly Task**:

- To conduct random check of the Mystery Guest standards in the different Departments. (Phraseology, steps to follow, attitude towards guests etc.)
- To conduct different areas Hotel inspection (focused on the front of the house) and bring up issues if applicable, support with pictures.
- To check Market Metrix results and communicate with HOD’s
- To check Review-pro results and communicate to HOD’s during weekly meeting.
- To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA’s and websites)
- To check Story Telling in place and explore new options/ update current ones.

**Monthly Tasks**:

- To check Market Metrix monthly reports, prepare presentation for HOD’s establishing action plans.
- Compile the relevant information and necessary reports to Area GEX Manager.
- To follow up on Area GEX Manager Action Plan
- To conduct Guest Experience Review/ Quality Committee meeting
- To focus on sustainability actions / CSR, environmental, social and cultural.

**Main requirements**:

- University Diploma or Degree
- Degree in Public Relations, Hospitality, Mass Communication, Marketing (or similar studies)
- Knowledge of 2 languages (English is mandatory)
- Customer Service
- Knowledge of Microsoft Office
- 2 years of minimum experience in Hospitality Industry in a management position in a Customer Service department. And 2 years in the company in similar position in large hotels.

**At Meliá 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 Meliá 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 Meliá 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

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