Affiliate Manager

• Be the brand ambassador at the hotel, ensuring the implementation of brand attributes, standards and manuals that apply to your department, as well as compliance across other areas, defining improvement plans when necessary;
• Responsible for developing SOPs, photo albums and all kinds of operational tools that adapt the brand standards to the hotel’s own operation;
• Define improvement action plans together with the hotel’s operational team;
• Implement and monitor the hotel’s sensory architecture: music, scents, décor, lighting, personality and control of physical aspects;
• Communicate and promote the processes defined by the Meliá Rewards Program;
• Communicate and implement storytelling to convey and inspire personalized and innovative experiences in each area for our guests;
• Manage the internal communication plan, such as: hotel channel, check-in, lobby screens, digital frames, etc., following the brand identity guidelines;
• Ensure the correct execution of every guest’s journey (pre-arrival, arrival, welcome, phone calls, wow moments, events, stay follow-up, etc.) through the operational team;
• Supervise VIP guest experiences and personally attend to VIPs on various occasions during their stays, coordinating the personalized experience plan with other departments;
• Together with HR, ensure that employees know and convey the brand’s service culture to customers and guests;
• Respond to guest comments on feedback portals and surveys within established deadlines;
• Prepare reports, monitor and analyze satisfaction results to be shared with the rest of the team and to develop action plans;
• Manage guest incidents following established protocols.

Guest Experience Coordinator

Head of Maintenance