Aura Host - ME Milan Il Duca - ()

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.