About this role
Job title: Destination Concierge
About the Role The Destination Concierge manages the entire VIP guest experience and guests staying in higher-category rooms, delivering unique and personalized experiences in the destination and committing to excellence in guest satisfaction.
What You'll Do
- Manage the VIP guest experience and guests in higher-category rooms, ensuring excellent service, personalizing their stay, anticipating needs and exceeding expectations.
- Manage arrivals of VIP guests and guests in higher-category rooms, ensuring they have all information about hotel services and facilities during their stay.
- Efficiently handle all guest requests for information, special requests and services, applying upselling and cross-selling techniques to optimize hotel ancillary revenue and ensuring total guest satisfaction.
- As destination ambassador, be responsible for knowing the city and bringing local culture to the client, offering destination experiences aligned with their tastes and preferences.
- Coordinate doorman/mayordomía services, striving for excellence in service.
- Manage guest incidents following established protocols.
- Comply with department attributes, standards and manuals.
- Use efficiently the various customer experience management tools, and know the results of the Voice of the Customer, complying with improvement plans.
- Support the digital guest experience during their stay, according to the global strategy.
What We're Looking For
- Commitment to high-quality service, personalization and achieving satisfaction excellence for VIP guests and guests in higher-category rooms.
- Ability to anticipate needs and exceed expectations; strong communication and cultural sensitivity.
- Knowledge of the city and ability to bring local culture to the guest; capability to offer destination experiences aligned with guest preferences.
- Experience or ability to manage guest incidents following established protocols.
- Proficiency with customer experience management tools and understanding Voice of the Customer results and improvement plans.
- Supportive attitude for digital guest experience aligned with the global strategy.
Nice to Have
- Knowledge of Lanzarote city and local culture.
Compensation & Benefits
- My MeliáRewards: Participa en nuestro programa de fidelidad exclusivo, disfrutando de beneficios y ventajas únicas.
- My MeliáBenefits: Aprovecha la compensación flexible y los descuentos exclusivos en una amplia variedad de productos y servicios, promoviendo un estilo de vida activo y saludable.
- En Meliá todos somos VIP. Además, advertimos nuestro compromiso con la igualdad de oportunidades, diversidad e inclusión, y con la sostenibilidad y una cultura empresarial responsable.