Meliá Hotel International
Desert Palm Lodge. Hotels & Resorts

Playbook on
Service Culture

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Desert Palm Lodge. Hotels & Resorts

The Melia Collection brand promise

The Meliá Collection is a selection of singular destinations that celebrate individuality and a true sense of place. Each hotel stands apart, providing an authentic experience shaped by its own story.

Every detail is carefully considered, with service that feels genuine and finely attuned to each guest. These extraordinary locations, chosen for their soul and character, span secluded settings, architectural icons, breathtaking natural surroundings, and places whose uniqueness gives them a reason to belong. Each stay offers a deep connection to the essence of the hotel, through local flavours, cultural tradition, and experiences that reflect its unique identity.

Hotels with a story, and a reason.

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Desert Palm Lodge. Hotels & Resorts
Feel the beat

Our customers are at the heart of Meliá Hotels International, they are our raison d’être. A heart that at Meliá beats to a special rhythm: authentic, luxurious, exclusive.

A rhythm that makes our guests feel welcome cared for, comfortable, eager to enjoy, and delighted.

Our behaviour sets this pace.

Behaviours are the way in which we implement our identity, because through our actions our guests perceive our essence and see our brand promise become reality.

Because each of our behaviors is a “beat”, a heartbeat, an impulse making the rhythm of Meliá.

Do you feel it?

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Desert Palm Lodge. Hotels & Resorts

These enclaves embody the essence of the destination through:

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Singular
experiences

Iconic
locations

Hotels as
Storytellers

Exclusive Service &
Homely Feeling

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Melia Collections

The Heartbeat of Meliá London Kensington

Kensington & Chelsea is a neighbourhood bordered by 2 symbols of London: Hyde Park and the Thames. On the other hand, the interior of the building is second to none and provides our guests with VIP services and spaces that are the result of signature design and decoration that create an atmosphere capable of exceeding the expectations of the most demanding visitors.

Your visit will immerse you in Victorian times, as our building was the residence of nobles and bourgeois from that distinguished era. William Morris’ influence plays a fundamental role, manifesting itself through the patterns that are exquisitely incorporated in every nook and cranny. This careful attention to detail and dedication to historical authenticity create a unique experience, taking you back to a bygone era of elegance and refinement.

The rooms stand out due to their variety within the highest standards of comfort: from single rooms to suites and master suites that are adapted to the needs of each guest. Furthermore, the Meliá Kensington London has 3 spaces adapted for meetings and all kinds of business events, with a capacity of up to 120 people.

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Melia Collections

Nevertheless, beyond the spaces for rest and collaboration, our guests may also enjoy luxurious dining and wellness experiences:

  • Let yourself go on a culinary journey in our Restaurant Hispania, an exquisite space decorated by the master Lorenzo Castillo and run under the culinary leadership of Marcos Morán. Hispania Kensington invites you to taste the essence of Spanish cuisine and culture in a setting that will make you feel at home.
  • The gym has the latest equipment and allows our guests to train or do yoga in comfortable, convenient, and adapted facilities in order to escape and relax after a day’s work or after flowing with the rhythm of the city.

These experiences in the hotel are coupled with the unique moments that our guests can experience thanks to the opportunities for leisure, culture, shopping, and gastronomy offered by London from one of its most iconic locations.

This complete set of services and sensations allows us to make every guest’s stay an unforgettable memory, where the exclusivity, individual attention, and chic atmosphere of the Meliá Kensington London make it shine brightly.

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Desert Palm Lodge. Hotels & Resorts

Touch points

Throughout our guests’ stay at the hotel there are several moments that are particularly relevant to transmit our brand essence. How we behave at these moments will make the difference between them feeling the heartbeat or not. Depending on our responsibilities, our contact with the customer will be more intense at one or other moments of their stay, but they are all equally important.

1

Arrival
1

Arrival
2

In-room
experience
2

In-room
experience
3

In-room
dining
3

In-room
dining
4

Dining
4

Dining
5

Bar
5

Bar
6

Entertainment
6

Entertainment
7

Guest service
7

Guest service
8

Departure
8

Departure
9

Backstage
  • Kitchen
  • Maintenance / IT
9

Backstage
  • Kitchen
  • Maintenance / IT
10

Like a
family
10

Like a
family
Want to go to a specific Touch Point? Click on it.
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Desert Palm Lodge. Hotels & Resorts
1

Touch Points

Arrival

I give you a unique welcome (adapted to the essence of the place) so that you feel the exclusivity of the destination from minute one.

The moment in which the client enters our hotel for the first time to start their stay is fundamental because it allows us to generate a memorable first impression. We want our guests to feel that they are unique and anticipate the experience they are about to live.

I greet you in our language to enthusiastically convey the kind of adventures that await you at our destination.

I know about and promote all the options the destination has because I will be the ambassador for your cultural experience.

I receive you by asking about your trip and I am interested in the unique adventures that you want to experience during your stay with us.

I accompany you wherever you want to go, telling you about the history and character of the hotel.

We do not provide a check-in but a personalised welcome.

I welcome each of your children, so they know that their presence counts.

I anticipate your arrival based on the comments you have provided us with.

2

Touch Points

In-room experience

I tell you about the cultural elements in your room, if you express an interest, so that you will be impressed by the things that make us unique.

Our guests' rooms must be a special place, where they feel pampered down to the last detail. With our behaviours we will try to make them feel this space as their own, a place of rest and enjoyment.

I will tell you how to contact us for anything you need during your stay.

I make sure your family is comfortable and offer to provide anything that will help them feel cared for.

I adjust the temperature of the room to your requirements so that you feel comfortable.

I respect your rest and privacy and I only enter the room when you tell me that I can. I am quiet in the corridors so as not to disturb you.

I pay attention to the smallest detail and make sure you feel the experience of the destination.

3

Touch Points

In-room dining

I respect your personal space and privacy when I enter your room, so you feel like it is your sanctuary.

We combine traditional Spanish gastronomy with impeccable service so that our guests can enjoy a complete culinary experience in the comfort of their room.

I describe your food, if you wish, highlighting any local ingredients, so you feel more connected to our culture.

I greet you by name when you call to place an order, so you feel acknowledged.

I make sure that the preparation and presentation are unique so that you feel catered to.

I note details about my guests in order to genuinely connect with their desires and needs.

I am agile when providing the service and I make sure that it is received in optimal conditions.

I share the origins of our gastronomic proposal and our chef’s inspiration with you.

4

Touch Points

Dining

I talk to you about the local dishes on the menu so that you are curious to try them and keep your experience unique as a result.

We have reinvented our approach to food to stay at the forefront of the latest trends. With the way we behave, we aim to provide our customers with a luxury dining experience and fully personalised service.

I proudly present the dishes to get you excited about the destination’s unique culinary experience.

I suggest quick snacks that you can take with you so that you do not need anything when you have your local experience.

I am always professional, but I adjust my service to be as formal, warm, and personal as you would like so that you feel at ease.

I know our hotel’s gastronomy in detail, as well as the best places in the area.

I advise on the drinks we have available that best match the food you have chosen, based on your wishes and local customs.

5

Touch Points

Bar

I recommend a typical local drink so that you experience something new.

Enjoying a drink in one of our bars is a unique experience. A refined but relaxed moment where our customers feel delighted, relaxed and special for all that we have to offer.

I am very knowledgeable about local culture, so we can have an interesting conversation, should you wish, to help you feel welcome.

I add a personalised decorative touch to your drink, to make you feel special.

I offer to refill your drink when it is empty, so you feel satisfied.

I ask you if would like to have the same drink as yesterday so that you feel remembered.

I tell you about our local drinks, describing the ingredients in a way that makes you feel inspired to try new ones that will awaken your senses.

6

Touch Points

Entertainment

I help you get a full taste of our country through unique and exceptional experiences so that you feel immersed in our local culture.

A stay at Meliá is more than just a stay. We want our guests to live unforgettable experiences, to feel connected to the destination and to take away with them experiences they could not enjoy anywhere else.

I offer you events and cultural experiences, so you can create your own personalised experience.

I am well connected with the city, and I offer you the best experiences from the destination, which you can only have here with us, so that you feel catered for.

I talk to you about the unique and exclusive experiences offered by the hotel, which you can only have with us.

I suggest activities for your children that I think they might enjoy, so they feel acknowledged and special.

7

Touch Points

Guest service

I read your body language and your mood, so that I know what to offer you in order to be aligned with your wishes and make you feel understood.

Meliá hotels are an experience in themselves and we want our guests to feel that way. The building, the enclave in which it is located and, of course, the services we offer make your stay unlike any other.

If there is something you do not feel comfortable with, I personally make sure it is addressed so you do not have to worry, even if it is not my department’s responsibility.

I share information on the hotel’s architecture and history so that you feel impressed by the design behind every detail.

I ensure that your transport is always waiting for you when you need it so that you feel catered to.

I use the information you provide me with respect and privacy.

8

Touch Points

Departure

I create a warm goodbye feeling when you check out and leave so that you feel special.

The moment our guests leave our hotel is especially important to make them feel our heartbeat.. They will remember that last feeling for a long time, so we have to ensure it is memorable and make them want to come back.

I express my most sincere thanks for your visit and for having had the opportunity to get to know you.

I provide you with a farewell gift as a souvenir from our destination so that you will remember your unique experience with us when you see it.

I make sure that your return trip will be comfortable, offering you refreshments, snacks, and any assistance with the last details of your departure.

I provide you with a very sincere goodbye (incorporating local traditions for farewells, if possible) and tell you that we look forward to seeing you again, so you feel honoured.

9

Touch Points

Backstage. Kitchen

I create something special for your birthday or another special event that you celebrate with us.

This is how we implement Meliá's Service Culture. Even if the customer doesn't see you, you are part of that final service; you are part of the journey. Kitchen: Our cuisine is a reflection of our essence as a brand, so how we behave in the kitchen reflects sophistication, excellence and the authenticity.

I note all your preferences so that you feel pampered.

I know the local culinary culture and tradition, adding personalised touches to the dishes to surprise you.

I am an example of finesse in everything I do, in order to please you.

9

Touch Points

Backstage. Maintenance / IT

I react quickly to all the requests made by guests and leave you a note to let you know what I have done.

Backstage Maintenance/ IT: It is in the details where we really show our balanced and warm essence, that is why the work of Maintenance and IT is essential for our guests to enjoy a perfect stay.

I respect your privacy and personal space in everything I do, so you can feel calm and at ease.

I take care of my appearance and my tools to convey confidence, trust, and professionalism at all times.

I leave a message on the outside of the door when I am working in your room, so you know I am inside if you come back at any time.

I am quiet in the corridors and while I work so that I do not disturb you.

10

Touch Points

Like a family

I take care of my appearance at all times to convey a refined and well-cared-for image.

These are the behaviours we have amongst ourselves to implement Meliá's Service Culture. Not only are our guests treated with the utmost respect and attention, but as colleagues, we also behave like this among ourselves. Because we work as a family, reflecting the values that unite us.

I am always kind and understanding with my colleagues so that they feel part of the team.

I greet my colleagues by name, so they feel acknowledged.

I collaborate with my colleagues when they need help, to make their service agile so the guest may feel satisfied.

I am positive and respectful with my colleagues so that they feel encouraged to give their best.

I talk to my colleagues about the guests I have met in order to share knowledge and be able to exceed their expectations.

I share information and knowledge with my colleagues to contribute to their growth.

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