Assistant Aura Manager for ME Malta

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• 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.

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Job Summary: The Assistant Aura Manager supports the department Manager in the development and implementation of the departmental strategy established in the hotel, committing to achieve excellence in customer satisfaction and the optimization of economic and human resources under their responsibility.

What will I be doing?

• Support the head of department, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in other areas, supporting the implementation of improvement plans if necessary.
• Ensure the customer experience, personalizing their stay, anticipating their needs and exceeding their expectations.
• Support in the implementation of the different customer experience management tools, as well as monitor, reply to online reviews and support in the analysis of the results of the Voice of the Customer, ensuring compliance with the goals set and supporting in the creation of improvement plans if necessary.
• Support in the implementation of the digital experience of guests, as per the global strategy.
• Manage customer incidents, following the established protocols.
• Support negotiations with external suppliers, following set product guidelines.
• Support in the definition, development and implementation of the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and background music, ensuring compliance in the different areas.
• Verify material orders, following the marked product guidelines, for the best optimization of economic resources, ensuring optimal control of the department’s inventories.
• Support in the implementation of the Experience and/or Event Programme strategy as applicable, supporting the Sales and Marketing team.
• Support in the definition, implementation and management of the Entertainment programme strategy as applicable.
• Support in the management and supervision of the Guest Service Line, ensuring that the standards and services set for the department are efficiently met to achieve ultimate customer satisfaction.
• Support in the management and supervision of the Guest Services / Concierge / Butler / Destination Concierge team, ensuring that the standards and services set for the department are efficiently met to achieve ultimate customer satisfaction.
• Search and analyse information on the competitors to maintain the hotel positioning.
• Research and develop innovative experiences and services that keep the hotel at the forefront.
• Be knowledgeable of their department's budget.
• Support the head of department in the preparation of projections.
• Ensure the fulfilment of the economic goals established in the department and being aware of the economic goals of the hotel, as well as their fulfilment.
• Support and participate in the identification of talent in their department.
• Follow up on the climate action plans defined by the department.
• Support in the recruitment of the team and its dissemination in social media.
• Be knowledgeable of the hotel’s evacuation plan.
• Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
• Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and use by means of the corresponding training actions.

What are we looking for?

• Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.   
• Must be fluent in English; other languages are preferred.   
• 2-year experience in a fast environment in the same or similar position in a hotel/resort and 1 year of experience in a Guest Experience supervisory or managerial role.
• Passionate for Hospitality and with a strong attitude to interpersonal relationships

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. 

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