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RESPONSIBILITIES

 

MANAGING THE TEAM

  • Responsible of supervising his / her team members, ensuring the correct implementation of Brand Standards & Procedures within the department and on a hotel level.
  • Responsible of establishing an upbeat vibe within the work place and maintaining an excellent level of positivism to ensure a good work climate.  Action plans should be constantly implemented to guarantee a motivated and encouraged team.
  • Coaches and counsels team members and becomes a true leader.
  • Responsible of communicating all novelties via a shift log book and ensuring to follow up on necessary items.
  • Has the finest knowledge of all hotel services such as the opening hours, product and details of every outlet.
  • Responsible of transmitting all information regarding events and activities that affect the operation of the hotel to his / her team.
  • Participates in the induction and training of new staff members and Management, transmitting the importance of the Aura, the music, the vibe, the feel, the philosophy and the values of the Brand.
  • Defends the image of both the property and Brand at all times.
  • Shows recognition to team members of good work when carried out.
  • Responsible of becoming a prime example of exceptional and personalised service, being proactive, showing initiative and constantly demonstrating team work with other departments.    
  • Works as part of a team to accomplish a unified goal.
  • Supervises the Hosts and assists with, room inspections, amenities, welcome letters, welcome gifts etc).
  • Takes part in the development of a detailed VIP data base in Opera.
  • Creates authentic experiences, socialises with guests in the lobby, bar, restaurant and other public areas.
  • Ensures guest loyalty by observing and supervising the level of customer service given by the team in all departments and is responsible of correcting any inappropriate actions immediately.
  • Acts upon guest feedback to continually improve experiences.
  • Ensures that all standards which aid to create a unique guest experience are continually carried out giving positive results in service audits.
  • Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times

 

HOTEL

  • Is fully knowledgeable of the daily results and events in the hotel (Occupancy, average room rate, groups and conventions in house, VIPs).
  • Responsible of handing assigned work in on time, ensuring high quality and excellence.
  • Responsible of filing all reports required by the company.
  • Responsible of complying with local legislations in all areas and departments.  Supports the implementation of all political programs even when executed by other departments. 
  • Creates, develops and ensures that all procedures and systems are correctly carried out to facilitate the daily operation of the team.
  • Responsible of ensuring a constant and fluid communication with the Sales Department for group coordination.
  • Creates the annual special events and promotion plan together with Sales & Marketing.
  • Implements and updates department standards and procedures.

 

 

AURA

  • Has optimum knowledge of the brand, understands and appreciates its mission, lives and breathes its culture and is a welcome of its Aura.  Expresses enthusiasm, energy and positive vibes within the organisation and always acts according to company ethics and values.
  • Responsible of constantly reviewing public areas, ensuring that the Aura is always perfect via the correct music, volume, lighting, decoration, temperature and ambience.
  • Is the creator of ambiences, the leader of adornments and set ups, and the head of perfection.
  • Works together with Food & Beverage to achieve the perfect synchronisation via the music system within the entire hotel.
  • Is in constant movement around the hotel, ensuring a positive Aura from each and every individual, creating an ultimate connection with the guest and the property.
  • Becomes a physical representation of the Aura, and a figure that the team both admires and respects.
  • Is a perfectionist of personal image, is always immaculately presented and a prime example of the psychographic internal client.
  • Is a Lifestyle Manager and a Public Relations Leader.
  • Is the Head of creativity and a manager who constantly innovates and implements new ideas and procedures.
  • Is responsible of his / her own professional development and takes his / her own initiative to learn the functionality of other departments within the hotel.
  • Responsible of being a prime example of accomplishing all standards and procedures in all areas, even outside his / her department.

 

CULTURE & EVENTS

  • Has a constant up to date data base of the coolest establishments in the city, such as bars, restaurants, clubs, galleries, concert arenas, shops etc.
  • Should be knowledgeable of local cultural events in the city in order to offer guests a wide selection of enriching activities
  • Assists with the communication of all social events to the European and American Community Managers for publication in social networks.
  • Participates in local social actions and ensures to communicate the maximum in social networks.
  • Participates in local events and creates new projects that aid to increase the promotion of the hotel.  Ensures to be proactive, taking part in local actions, cultural events and becomes a recognised member of the team within the local environment
  • Participates in environmentally friendly and energy saving actions in aid of supporting the Brands ‘Green’ certificate.

 

GUEST EXPERIENCE AND SERVICES

  • Supervises the ‘Guest Experience Team’ together with the Aura Manager when coordinating the requirements of VIPs on a daily basis (VIP reports, room inspections, amenities, welcome letters, welcome gifts, room escorts, storytelling etc.)
  • Supervises and takes part in the development of a detailed VIP database in Opera.
  • Is in constant contact with guests in order to know their level of satisfaction at all times.
  • Creates authentic experiences, socialises with guests in the lobby, bar, restaurant and other public areas.
  • Ensures guest loyalty by observing and supervising the level of customer service given by the team in all departments and is responsible of correcting any inappropriate actions immediately.
  • Acts upon guest feedback to continuously improve experiences. Ensure that guest feedbacks and preferences are updated in opera profiles for the future reference.
  • Ensures that all standards which aid to create a unique guest experience are continually carried out giving positive results in service audits.
  • Analyses, investigates and deals with guest complaints together with the Aura Manager.
  • Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times.
  • Supports the Aura Manage and resolve all guest satisfaction complaints within the Hotel 24/7/365.
  • Making sure all guest requests and queries are responded to promptly and effectively according to the ME for YOU and shared services policies.
  • Actively seeking verbal feedback from guests on a regular basis.

 

 

 
 

 

 

GOALS AND OBJECTIVES

  • Promoting the Hotel imagine at all times.
  • Creates periodic reports for General Management and Corporate positions when required.
  • Ensures that all goals and objectives established by the General Manager are accomplished, and sets personal goals to better these results i.e. Quality results, Stay Safe with Melia.
  • Ensures to obtain new Melia Rewards Members.
  • Promoting loyalty by connecting with guests and being their point of contact not only during their stay but after they leave.
  • Responsible for all tasks assigned by the General Manager as required to represent the brand spirit, pillars, vision and mission

 

PERSONAL QUALITIES

 

  • Responsible
  • Innovative
  • Problem solver
  • Able to develop personnel
  • An eye for interior décor and design
  • Creative
  • Passionate
  • Leader
  • Influential
  • Strong eye for detail

 

 

KNOWLEDGE AND PERSONALITY

  • Dominates Microsoft Office (Excel, Word, PowerPoint, Outlook).
  • Confident with Opera/PMS

 

LANGUAGES

  • English: Mother tongue or fluent
  • Further languages are highly valued depending on location
  • Spanish is an advantage

EXPERIENCE

  • The position requires a minimum of three years’ experience in hotels in a similar role such as Duty Manager, Guest Relations Manager, preferably within luxury 5-star hotel
  • The candidate must have experience in dealing with guests and their demands
  • The candidate must have experience of coordinating a team of eight persons’ minimum.

 

REQUIREMENTS OF THE POSITION

  • Is able to adapt their working schedule according to the demands of the hotel.
  • Able to physically move around the hotel constantly.
  • Organised and able to react quickly, improvising accordingly.
  • Identifying, communicating and action potential sales leads.
  • Creating an environment where “everyone sells”.