The Gran Meliá brand promise
An internationally renowned brand continuously renewing the concept of luxury, with 1.2 million customers in 6 countries, can only be based on a great personality.
The essence our brand seeks to transmit to its customers is the experience of fine living, Spanish luxury:
- An impulse to immerse ourselves in Spanish and local culture.
- An intuitive service that respects the customer’s wishes and adjusts to their needs.
- A refined , respectful, bespoke service that reflects our spanish passion.
- Allowing us to intuitively adapt experiences, creating unique moments.
Our brand proposal focuses on impeccable service and enjoying exceptional moments.
Always keeping our guests in mind: high-end families and up & comers (well-to-do families and couples), and experts (high level family or work trips). People with high expectations, characterised by their exquisite taste who are seeking excellent service.
Our success is based on a solid essence, which gives meaning to our actions, guides our daily activities, our behaviours, and constitutes our shared language.
Our customers are at the heart of Meliá Hotels International, they are our raison d’être. A heart which in Gran Meliá beats to a special rhythm: sophisticated, intuitive, elegant, unique
A rhythm that makes our guests feel welcome, recognised, celebrated, impressed, pleased, and respected.
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 behaviours is a “beat”, a heartbeat, an impulse marking the rhythm of Gran Meliá
Do you feel it?
Let’s make our guests feel our heartbeat.
A rhythm reflecting the brand’s attributes:
Spanish
Passion
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Pasión
Española
Respectful
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Respetuoso
Refined
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Refinado
Bespoke
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A medida
Touch points
Throughout our guest’s hotel stay there are several moments which are especially significant for conveying our brand essence. How we behave in those moments will make the difference between whether or not they feel our heartbeat. Depending on our responsibilities, our contact with the customer will be more intense at one time or another of their stay, but every moment is crucial.
I greet you with my hand over my heart, so that you feel connected to our traditions.
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I greet you proactively,
approaching you without expecting you to come to me, so that you will feel looked after.
I introduce myself to you
before I offer service or make an inquiry, so that you feel I am focused on you as a person.
I reflect poise and elegance
in our every interaction, so that you can be confident that your needs will be met.
I welcome you warmly in my local language, so that you are reminded of the excitingculture you will explore during your stay.
I offer hotel services based on customer need by reading the mood of the customer.
I escort you to where you want to go, telling you stories about the hotel so that you will be engaged.
I welcome you as a returning guest or reward member, and greet you accordingly, so you know we recognize you at every stay.
I personalize your check-in experience and greet you by name so that you feel acknowledged.
I offer a welcome drink* that suits your preference, so that you feel unique.
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I put a sign outside your door when I am caring for your space, that you will know I am there if you return.
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I tell you about the special cultural elements of your room
when you express interest, so that you feel impressed by our thoughtful design.
I maintain your room to exquisite standards, so you will always return to a space that makes you feel indulged.
I show you how to contact the Guest Service Line by telephone, so that you know we are always available to help you.
I ensure that your room is set up proactively, according to your needs, so you feel understood.
I treat your personal belongings with respect and place them where you prefer them to be kept, so that you feel taken care of.
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I thank you for your order and ask you where you would like it placed, so that you will feel recognized.
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I respect your space and privacy
when I enter your room, so that you will feel it is your sanctuary.
I describe your meal, if desired, highlighting any Spanish or local elements, so that you will feel connected to our culture.
I ensure your food is beautifully prepared and presented, so that you will feel indulged.
I recall your previous order and suggest options that suit your dietary needs, so that youcan feel understood.
I suggest a custom dish that reflects your preferences, so that you feel special and excited about your meal.
I create a special environment for you, more than just the food on the table, that allows you to enjoy fine dining in the comfort of your room.
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I refresh your drink* without you asking for it at the beginning of the dining ritual, so that you know that I am here to serve you always.
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I describe our menu selections lavishly, so that you will feel inspired to choose a dish that whets your appetite.
I recommend local dishes so that you may be surprised by the vibrant flavors of our country and can experience something unusual.
I mention that we obtain produce from neighboring farms, so that you know your preference for locally-sourced food has been recognized.
I coordinate adjustments to our meals to meet your individual dietary needs and preferences, so that you feel understood.
I suggest a wine* that pairs well with your chosen meal, always offering the best Spanish wine* as the first option, so that you feel taken care of.
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I add a decorative personalized touch to your drink*, so that you feel special.
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I greet you by name with my hand over my heart,
so that you feel welcome.
I am cheerful and engaging,
so that you feel welcome and delighted.
I am discreet and professional
with my service, so that you feel at ease and taken care of.
I tell you about our local beverages*, describing the ingredients with flair, so that you are inspired to try new drinks* that may awaken your senses.
I am well-informed about current events, culture and style, so that we can have an engaging conversation that helps you feel welcome.
I describe the Spanish, local and international wines* and spirits we offer, so that you will feel pampered with the selection available to you.
I blend my talent as a mixologist with my knowledge about your preferences to recommend a new drink*, so that you can enjoy a delicious new cocktail.
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I help you experience our country through unique exceptional experiences, so that you feel immersed in our local culture.
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I am well connected
with the city and offer you top luxury experiences that you will only experience here with us, to make you feel indulged.
I am the in-house curator designing the perfect experiences tailored to your interests so that you feel understood.
I tailor experiences to your mood over the course of the day to ensure you experience a range of positive emotions.
I suggest activities for your children I think they may enjoy, so that they will feel recognized.
I read your body language and mood, to know what to offer you to be aligned with your wishes and make you feel understood.
I welcome you to the different activities/experiences by name and guide you personally through them, so that you feel honored.
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I have prepared the best environment for you to try all the rituals by awakening all of your senses and make you feel alive.
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I am attentive to your needs at the spa and recommend special treatments you may not have an opportunity to try anywhere else.
I read you during your spa treatment to know when you prefer to have a conversation and when you desire comfortable quiet, so that you can feel peaceful.
I ask about your health before your spa treatment, so that you will know I am tailoring the experience to your unique needs.
I welcome you to the contemplation space where you can move at your own pace as you desire.
I use delicate scents to prepare you to go back to the real world after your relaxation, so that you feel at ease.
I share stories about the hotel, its architecture and history, so that you feel impressed by the rich design that informs each element.
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I anticipate how much assistance you are looking for, so I can take care of your needs in a way that leaves you feeling valued.
I curate experiences for you that reflect your interests, so that you feel pampered.
I share my knowledge about our hotel and our city, so that you feel enabled to achieve unique and exceptional experiences with us.
I ensure that transportation is always waiting for you if it is needed, that you can feel indulged.
I use my insight to suggest activities you may enjoy, so that you can have experiences that make you feel special.
I adjust the pace of the service I provide to meet your needs, so that you feel your preferences are acknowledged.
I use the information you provide to me with respect and privacy, and only share what will make you feel surprised.
I offer you refreshments for your long journey home, so that you feel understood.
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I express my heartfelt gratitude for your visit and the opportunity to meet you, so that you feel appreciated.
I create a warm sense of farewell as you leave, so that you feel celebrated.
I offer assistance with any last details of your departure, so that you can enjoy attentive service to the very last moment.
I ask you about your stay and if there is anything else we can do for you, so you know we sincerely care about your experience.
I review your account with you-or show you how to review your account online, so that you have the detail you need before check-out.
I wish you a genuine farewell, and tell you we hope to see you again, so that you feel honored.
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I am an example of refinement myself in everything I do, so that you feel proud.
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I greet you by name, with my hand over my heart, so that you feel acknowledged.
I know the Spanish and local culinary cultures, and add my own touches and passion to create remarkable new dishes and make you feel amazed.
I create dishes that respect your tastes and needs as transmitted to me by my colleagues.
I learn and teach others my techniques and knowledge, to help us all feel more appreciated.
I am the curator of exceptional culinary experiences; through my dishes and the way they are presented, I make you feel special.
I participate in the creation of hotel gastronomy, adding always my refined culinary knowledge.
I honor your preferences so that you feel pampered.
I honor your privacy and space in everything I do, so that you feel tranquil.
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I greet you by name, with my hand over my heart, so that you feel acknowledged.
I show my passion for the details, so that you feel taken care of.
I react promptly to every guest request, so you feel listened to.
I treat your personal belongings with respect, considering where you prefer them to be placed, so that you feel cared for.
I put a sign outside your door when I am caring for your space, so that you will know I am there if you return.
I appear refined in my looks and my tools to make you feel secure.
I take care of my appearance at all times, ensuring that my uniform is impeccable to show a careful and refined image.
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I am always gracious and understanding of my colleagues, so that they feel the warmth of Spanish hospitality.
I offer to help my colleagues whenever I see an opportunity to collaborate with them, so that they feel supported.
I always speak positively about all my colleagues to reinforce their talent.
I recommend an event that I think a colleague will enjoy, so that they know that I recognize them as a person.
I thank my colleague in person, with a gift or a hand-written note, to show them my appreciation in a way that they find meaningful.
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