Aura Host - ME Milan Il Duca - ()

Meliá Hotels International; Milano; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A leading hotel chain in Milano is seeking an Aura Host to enhance the guest experience and ensure operational excellence. You will manage customer interactions, comply with health and safety protocols, and contribute to a personalized experience. Ideal candidates have a university degree in a related field and at least a year of experience in a customer-facing role. This position requires strong communication skills and a proactive approach.

Competenze

• At least 1 year of experience in the Guest Experience or customer-facing department.
• Knowledge of brand strategies and hotel management.
• Fluent in local language and advanced English; third language is a plus.

Mansioni

• Ensure customer experience by personalising their stay.
• Manage guests’ digital experience according to global strategy.
• Handle customer incidents following established protocols.
• Comply with health and safety standards.

Conoscenze

Customer experience management

Problem-solving

Analytical skills

Attention to detail

Excellent communication

Team leadership

Proactivity

Formazione

University degree in Tourism, Hospitality, Marketing

Descrizione del lavoro

Empresas: Meliá Hotels International

Mission

The Aura Host meets the daily operations of the department, committing to achieving excellence in customer satisfaction.

What will you have to do?

Operations

• Comply with attributes, standards, and manuals that apply in the department, and ensure compliance in other areas.
• Ensure the customer experience, personalising their stay, anticipating needs and exceeding expectations.
• Efficiently use the customer experience management tools and monitor Voice of the Customer results, following defined improvement plans.
• Manage guests’ digital experience in line with the global strategy.
• Handle customer incidents following established protocols.
• Apply Sensory Architecture in different hotel areas, covering lighting, decoration, aroma and background music.
• Verify material orders against product guidelines to optimise economic resources.

Health & Safety / Healthy Workplace

• Be knowledgeable of the hotel’s evacuation plan.
• Know and correctly use personal protective equipment.
• Understand method procedures and risks inherent to the activity.
• Assume responsibilities defined in the Occupational Health and Safety Management System Manual.

What are we looking for?

Education and Training

University degree, preferably in Tourism, Hospitality, Marketing or a related field.

Languages

• Local language (dependent on the property’s location) and advanced English. A third language is an asset.

Specific Knowledge

• Knowledge of brand strategies
• Knowledge of hotel management and/or Customer Experience tools
• Financial knowledge
• Knowledge of Hotel Operations
• Ability to lead and inspire a team
• Organisation and planning skills
• Analytical capacity
• Proactivity and innovation
• Excellent communication skills
• High vocation for service
• Problem-solving ability
• Attention to detail

Experience

• At least 1 year of experience in the Guest Experience department or another customer-facing department.