Director of Guest Experience & Quality - Melia Ho Tram Beach Resort

“The world is yours with Meliá” 

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family 🚀

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.

• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you 😉 

We are looking for Director of Guest Experience & Quality - Melia Ho Tram Beach Resort

Mission:

Responsible for creating the best customer experience, ensuring their satisfaction and loyalty. Interacts with customers to exceed their expectations and increase their satisfaction and loyalty. Guarantees that the whole team of the hotel knows and respects the Service Culture and Brand Standards.  
Will have direct supervision for enhancement of YHI Spa and Recreation departments and work together with HODs to increase the customer satisfaction and enhance the Guest Experience on these departments.
 

Main responsibilities:

1.    To guarantee the Brand Standards are being followed. 
2.    To give inductions and re-inductions to the staff related to quality tools and service
3.    Guarantee the associates knows and transmits to the customer the Brand Service Culture 
(Operating procedures, storytelling, and Brand phraseology).
4.    Participate actively to design the strategy to increase additional incomes (upselling).
5.    Direct management of Guest Experience and Guest Service Line teams and supervision of YHI Spa and Recreation departments.
6.    Maintain a professional and high quality service oriented environment at all times.
7.    Maintain a professional and high quality service oriented environment at all times.
8.    Inform hotel management team during MB of group’s arrivals, VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly. 
9.    To deal with all customer complaints (during and post stay) according to the standard procedure. Resolves guest problems quickly, efficiently, and courteously.
10.    Hold monthly Quality meetings keeping staff informed of all quality results, reinforcing Brand Standards and promoting a strong team atmosphere and brand service culture.
11.    Prepare an action plan based on the results of the customer satisfaction, with hotel management team and General Manager.
12.    Conduct Mystery Guest Self Audits to ensure the service and product are up to the standards.
13.    Promote, coordinate and implement ideas to improve the sustainable development and to increase the social contribution, inform to the customers through the different channels.  
 

Main requirements:

• University Degree, preferably in Tourism or Hospitality.
• Advanced level of English.
• Hotel operations.
• Public Relations and Customer Service.
• 2 years in a similar position in hotels with similar stars and services. Previous hotel Front Desk experience is preferred.

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 Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible. 

If you want to be “Very Inspiring People“, follow us on: 

INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR