Melia Resort
GUEST EXPERIENCE COORDINATOR
MISSION: The Guest Experience Coordinator meets the daily operations of the department, committing to achieving excellence in customer satisfaction.
OPERATIONS
Ø Comply with the attributes, standards and manuals that apply in their department, as well as ensure compliance in other areas.
Ø Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
Ø Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
Ø Manage the guests’ digital experience, according to the global strategy.
Ø Manage customer incidents, following the established protocols.
Ø Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.
Ø Verify material orders following the set product guidelines, for better optimisation of economic resources.
REQUIREMENTS
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EDUCATION AND TRAINING: |
Training in Tourism, social sciences, PR, or similar. |
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LANGUAGES: |
Advanced English. A second language is required. |
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SPECIFIC KNOWLEDGE: |
· Knowledge of brand strategies · Knowledge of hotel management and/or Customer Experience tools. · Financial knowledge. · Advanced management of the Office 365 Package. · Knowledge of Hotel Operations. · Ability to work in a team · Organisation and planning. · Proactivity and Innovation. · Communication skills. · High vocation for service. · Problem-solver. · Attention to detail. |
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EXPERIENCE: |
External: 2 years in a similar position. Internal: At least 1 year of experience in the Guest Experience department or other customer-facing department. |
Melia Resort
HOREKA-Hoteleri-Restorant-Kafe · Durres
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