Meliá Hotel International
Meliá Collection

Playbook on
Service Culture

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Meliá Collection

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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Meliá Collection
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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Meliá Collection

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 Beat of Meliá Amilla Maldives, member of Meliá Collection

Nestled in the UNESCO World Biosphere Reserve of Baa Atoll, Amilla Maldives is a secluded island sanctuary where lush jungle meets white-sand beaches and crystalline lagoons. Meaning “My Island Home,” it offers an exclusive retreat for couples, families, and friends seeking tranquility and luxury.

Amilla seamlessly blends nature, sustainability and modern elegance. Guests can indulge in world-class gastronomy across a variety of dining venues. Wellness takes center stage at the Spa, featuring treatment pods, a yoga pavilion, and a jungle gym, while the Beach Club offers water sports, diving, and sports facilities for all ages.

With direct access to one of the Maldives’ Top 10 House Reefs and proximity to Hanifaru Bay’s manta ray feeding grounds, Amilla is a paradise for marine lovers. Recognized as the world’s first Inclusion Certified & Accessible Resort and a leader in eco-luxury, it promises an unforgettable stay.

Why wait to discover the essence of this tropical bliss?

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Meliá Collection

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

Wellness
7

Wellness
8

Guest service
8

Guest service
9

Departure
9

Departure
10

Backstage
  • Kitchen
  • Maintenance / IT
10

Backstage
  • Kitchen
  • Maintenance / IT
11

Like a
family
11

Like a
family
Want to go to a specific Touch Point? Click on it.
Feel the beat
Meliá Collection
1

Touch Points

Arrival

Meliá Serengeti Lodge, member of Meliá Collection

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.

Hotel Maison Colbert, member of Meliá Collection

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.

Tenuta di Artimino, member of Meliá Collection

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

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

Meliá London Kensintong, member of Meliá Collection

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

2

Touch Points

In-room experience

Ratxó Retreat Hotel, member of Meliá Collection

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.

Meliá London Kensintong, member of Meliá Collection

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

Ngorongoro Lodge, member of Meliá Collection

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

Hotel Maison Colbert, member of Meliá Collection

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.

Meliá London Kensintong, member of Meliá Collection
Hotel Villa Marquis, member of Meliá Collection

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

3

Touch Points

In-room dining

Hotel Maison Colbert, member of Meliá Collection

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

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

Hotel Hacienda del Conde, member of Meliá Collection

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

Hotel Villa Marquis, member of Meliá Collection

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

Hotel Villa Marquis, member of Meliá Collection

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

Meliá Serengeti Lodge, member of Meliá Collection
Hotel Villa Marquis, member of Meliá Collection

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

4

Touch Points

Dining

Meliá Desert Palm, member of Meliá Collection

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.

Tenuta di Artimino, member of Meliá Collection

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

Hotel Maison Colbert, member of Meliá Collection

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.

Meliá Serengeti Lodge, member of Meliá Collection

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

Hotel Maison Colbert, member of Meliá Collection
Ratxó Retreat Hotel, member of Meliá Collection

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

5

Touch Points

Bar

Summum Boutique Hotel, member of Meliá Collection

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.

Hotel Villa Marquis, member of Meliá Collection

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

Ngorongoro Lodge, member of Meliá Collection

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

Tenuta di Artimino, member of Meliá Collection

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

Meliá London Kensintong, member of Meliá Collection

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

Amilla Fushi Hotel, member of Meliá Collection

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

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

Meliá Serengeti Lodge, member of Meliá Collection

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.

Meliá Serengeti Lodge, member of Meliá Collection

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.

Meliá Desert Palm, member of Meliá Collection
7

Touch Points

Wellness

Hotel Hacienda del Conde, member of Meliá Collection

I book your appointment with the wellness service at a time that best suits you.

During your stay you can enjoy a personalised and very relaxing experience. It is in our hands to make these moments truly memorable for our guests.

I have prepared the best atmosphere for promoting your well-being and relaxation, respecting the unique environment the hotel is located in.

Summum Boutique Hotel, member of Meliá Collection

I ask you about your needs and preferences to recommend treatments that will delight you.

Meliá Desert Palm, member of Meliá Collection

I keep a check on you during your spa treatment to be aware of when you want to talk and when you prefer quiet time, so you may feel at peace.

Ratxó Retreat Hotel, member of Meliá Collection
Hotel Hacienda del Conde, member of Meliá Collection

I ask you questions about your health before the treatment, so you know I am tailoring the experience to any particular needs you may have.

8

Touch Points

Guest service

Meliá Serengeti Lodge, member of Meliá Collection

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.

Hotel Villa Marquis, member of Meliá Collection

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

Summum Boutique Hotel, member of Meliá Collection

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.

Hotel Villa Marquis, member of Meliá Collection
9

Touch Points

Departure

Hotel Maison Colbert, member of Meliá Collection

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.

Meliá London Kensintong, member of Meliá Collection

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.

Hotel Villa Marquis, member of Meliá Collection

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

Hotel Maison Colbert, member of Meliá Collection
Amilla Fushi Hotel, member of Meliá Collection

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.

10

Touch Points

Backstage. Kitchen

Hotel Maison Colbert, member of Meliá Collection

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.

Summum Boutique Hotel, member of Meliá Collection

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.

Hotel Maison Colbert, member of Meliá Collection
10

Touch Points

Backstage. Maintenance / IT

Meliá Desert Palm, member of Meliá Collection

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.

Ratxó Retreat Hotel, member of Meliá Collection

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

Ngorongoro Lodge, member of Meliá Collection

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.

Summum Boutique Hotel, member of Meliá Collection
Hotel Villa Marquis, member of Meliá Collection

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

11

Touch Points

Like a family

Meliá Serengeti Lodge, member of Meliá Collection

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.

Hotel Maison Colbert, member of Meliá Collection

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.

Hotel Hacienda del Conde, member of Meliá Collection

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

Hotel Maison Colbert, member of Meliá Collection
Meliá Serengeti Lodge, member of Meliá Collection

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

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