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Guest Experience Agent

2 months ago

London, Greater London, United Kingdom ME London Hotel Full time
About ME London Hotel

ME by Meliá is a collection of hotels where culture, lifestyle, and community come together to create a unique personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene.

Job Mission

The Aura Host oversees the daily operations of the department, dedicated to achieving excellence in customer satisfaction. This role is responsible for ensuring the customer experience is personalized, anticipating their needs, and exceeding their expectations.

Responsibilities
  • Comply with departmental attributes, standards, and manuals, ensuring compliance in other areas.
  • Use customer experience management tools efficiently, staying aware of Voice of the Customer results and implementing defined improvement plans.
  • Manage guests' digital experience according to the global strategy.
  • Manage customer incidents, following established protocols.
  • Ensure sensory architecture in hotel areas, including lighting, decoration, aroma, and background music.
  • Verify material orders follow set product guidelines for better resource optimization.
  • Be knowledgeable about London, offering services and products according to customers' preferences.
Requirements
  • A team player.
  • Knowledge of London.
  • Strong attention to detail.
  • Fluency in English; additional Spanish knowledge is a bonus.
Benefits

Our benefits package includes:

  • Competitive salary.
  • Holidays: 28 days' holiday including 8 public holidays.
  • Contributory pension scheme.
  • Refer a friend bonus: £500 (subject to successfully completed 6 months' probation).
  • Discounted dental and health cover with HSF.
  • Travel and food discounts: excellent employee special rates in Melia Hotels worldwide for our team members, their friends & families while travelling and staying in our hotels including F&B discount (subject to individual outlets).
  • Personal development: programs designed to support your career right from the start, with unlimited access to online learning platform.
  • Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules).
  • High street discounts: with Perks at Work.
  • Pay Day parties.
Why Work with Us?

We are a company committed to equal opportunities between women and men in the workplace, with a commitment to management and the principles contained in Human Resources policies. We 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 discrimination, 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.

We support the sustainable growth of our industry through a socially responsible team. Our motto is 'Towards a sustainable future, from a responsible present'. Thanks to all our collaborators, we make it possible.