Meliá Hotel International
INNSiDE. Hotels & Resorts

Playbook on
Service Culture

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INNSiDE. Hotels & Resorts

The INNSiDE brand promise

INNSiDE allows guests to take a break, but not disconnect, while travelling the world by blending work, leisure and wellness in a natural way. Through thoughtful touches, local experiences and a commitment to sustainability, we give our guests the opportunity to be themselves and leave inspired.

We seek both mental and physical fulfillment for our guests through our warmth and friendliness, by taking care of the small details and being innovative.

A unique collection of spaces located in the most exciting cities and beaches, inviting curious minds and adventurous spirits to disconnect or reconnect, in a community of travellers with a common lifestyle.

Blending business and leisure, or ‘bleisure’ as it’s known, means attracting mixed lifestyles with a traveller-centric attitude.

We keep our guests in mind: Purpose-driven travellers, determined to have a good time, Group travellers, who travel in packs to experience places together celebrating and exploring as one, Meliá loyalists who are our best ambassadors and Balanced professionals, people who are looking for something more in their business travel.

We are here for all those curious people who are looking for something different, dynamic, special. For those who are not looking for a trip, but an opportunity to explore, see the world, discover every corner of the city and share experiences.

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INNSiDE. 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 INNSiDE beats to a special rhythm: social, unexpected, modern.

A rhythm that makes our guests feel that they flow, feel pampered and eager to explore and enjoy themselves.

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 INNSiDE.

Do you feel it?

Let's make our guests feel our heartbeat.

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INNSiDE. Hotels & Resorts

The essence of our brand is to make our guests feel at home at Meliá INNSiDE, even when they are far away, with these attributes:

Our INNSiDE touchpoints are the moments of contact we potentially have with our guests during their stay or experience with us. As the visible face of INNSiDE, it is important that we reflect the service culture values that define who we are as a brand.

We Are
Social

We Flow

We Are
Unexpected

We Are
Trendseekers

Feel the beat
INNSiDE. Hotels & Resorts

Touch points

Our INNSiDE touchpoints are the moments of contact we potentially have with our guests during their stay or experience with us. As the visible face of INNSiDE, it is important that we reflect the service culture values that define who we are as a brand.

1

Front Desk
1

Front Desk
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

Backstage
  • Kitchen
  • Maintenance / IT
9

Backstage
  • Kitchen
  • Maintenance / IT
10

Like a family
10

Like a family
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Feel the beat
INNSiDE. Hotels & Resorts
1

Touch Points

Front Desk

I introduce myself with a smile, shake your hand, and look you directly in the eye, so that you feel that you are among friends.

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the behaviour

The moment the customer approaches the reception desk is essential, both to create a memorable first impression and to accompany them through their experience and assist them with all their needs.

I help you check quickly and smoothly so you can kick off your shoes faster and find your groove.

I tell you that we will happily bring your luggage to your room, so you can find your room hands free and at your own pace.

I speak to you as a friend, so you feel immediately comfortable - a part of the INNSiDE bleisure culture.

I give you the Wi-Fi password right away, so you have continuous connection 24/7

I send you transportation options by email, so that you can easily select the route to the hotel and back to the airport.

I tell you where the yoga mat in your room is located, so that you can find your yogi flow in solitude or during our wellness sessions.

I tell you to enjoy the complimentary minibar and wireless, elevating my positive guest experience.

I thank you for visiting and give you information about events you might enjoy and that will take place later in the year to encourage you to book your next return trip.

I notice your upcoming check out date and offer to print your boarding passes freeing up your last days to spend as you desire.

I give you a map of the area and share local tips so that you can chart out your next adventure.

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the behaviour

2

Touch Points

In-room Experience

I say hi when we meet in the aisle and address you by your name (If I know it), so you always feel welcome and a sense of belonging.

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the behaviour

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 concentration and enjoyment.

I tell you about the features and history of the hotel, so that you feel inspired and more connected to the INNSiDE community.

I remind you that you have Chromecast, a free service that allows you to escape from the world without having to leave your room.

I remind you about your personal in-room refreshing refreshments, so that you can make yourself feel at home and focus on what you want to be doing.

I help you get your bearings when you look lost, so that you can start relaxing faster.

I bring hot water to your room when you are sick, so that you can feel taken care of and a sense of belonging.

I bring you things you need, such as a HDMI cable, so you feel at ease and feel freely supported.

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the behaviour

3

Touch Points

In-room dining

I estimate how long your order will take, so you can plan your time accordingly.

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the behaviour

Our exquisite selection of dishes and our impeccable service will make our guests live a complete culinary experience in the comfort of their room.

I answer the phone with the name of the restaurant so you know you are requesting our in-room dining experience.

I introduce myself by name the first time we speak, so that you feel instantly at ease and like you are a guest in my home.

I ask if you have any dietary concerns or special requests and I give you popular options, so you feel at ease.

I invite you to call me to pick up your room service tray, allowing you to appreciate the ‘bleisure’ of your space.

I include a map on your tray, so that you can take a wander INNSiDE or out at your ‘bleisure’.

I include a signed note from the chef or prep person who personally prepared the food expressing our gratitude and our ‘buen provecho’.

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the behaviour

4

Touch Points

Dining

I offer to seat you inside (recalling your previous request), so you feel acknowledged and that you belong.

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the behaviour

With the way we behave, we want our clients to live a luxury gastronomic experience and totally personalised attention where they can enjoy the food while answering their work emails.

I introduce myself to you by name when you enter the restaurant or sit down, so you feel instantly welcome.

I suggest that you sit at our communal table, so that you can get to know others and be a part of the INNSiDE culture.

I suggest you have a cocktail before your meal, so you do not feel rushed, but relaxed.

I clear away unused dishes, so that you have more room to work at the table.

I sense your rhythm and serve you quickly when you are in a hurry, so that you can keep to your schedule.

I suggest local dishes and chef specials you might enjoy, so you are enthused and spoiled for choice.

I share my enthusiasm about the specials to be featured the next few days which inspires you to book a table in anticipation.

I introduce you to our amazing Chef, so that you can hear about the inspiration behind his recommendations personally.

I suggest dishes your group can share, so that you can enjoy a complete gastronomic experience.

I tell you about a cool place in the city you might like, so that you can look forward to checking it out in your own time.

I share what will be taking place in the restaurant next, so you’ll feel excited to return.

I show you the nearest power outlet, so you feel able to work comfortably without interruption.

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the behaviour

5

Touch Points

Bar

I suggest a local drink, so that you can enjoy new experiences in your new surroundings.

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the behaviour

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

I introduce you to new people in the bar, so that you will have a better time during your visit.

I introduce myself by name when we meet so that you feel like we are connected.

I chat with you, so you feel like you’re with friends (even if you are traveling alone).

I offer to bring you the same cocktail you ordered yesterday, so you feel recognized and a sense of belonging.

I bring you a glass of water to take your medicine, so that you feel cared for.

I suggest a great restaurant if you want to have dinner out, so you feel you have a local tip for exploring the city.

6

Touch Points

Entertainment

I tell you what places play your favorite kind of music, so that you can plan an evening that really appeals to you.

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the behaviour

We want our clients to live unforgettable experiences and make the most of the free time they have, to feel connected to the destination and to take away with them experiences that they could not enjoy anywhere else.

I tell you about the DJs who play in our hotel, so that you feel excited to check out the local music scene.

I suggest activities that you can try in our neighbourhood so you can have fun after the meeting.

I share information about nearby museums and galleries, so that you can experience a taste of our local culture even when time is short.

I greet you and introduce myself by name, so that you feel welcome.

I learn about your passion for the optimal wave and hook you up with the local surf club who know all the best places to catch the best wave. Or I suggest the Trekking community who gather to discover new terrains*.

*Subject to destination activities.

I share tips on exploring lesser known areas of the city, so that you can enjoy a truly local experience.

I share my enthusiasm over the INNSiDE Calendar that invites you to participate in our INNSiDE community where we post all the latest local happenings.

I encourage you to work – or chill – in our public spaces, so that you can feel part of our community.

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the behaviour

7

Touch Points

Wellness

I give you the run down on our Infit zones, so that you work out your own ‘work-out’ flow.

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the behaviour

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

I greet you and introduce myself by name when you arrive at the Spa, so that you feel relaxed and welcome.

I give you a list of spas nearby, so that you can access the specialized services you desire.

I optimize your workout context by sharing the featured wellness classes of the week and our offsite featured wellness spots.

7

Touch Points

Wellness

I help you find a drop-in Pilates class, so that you can regain balance in your favorite way after your busy day.

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the behaviour

I describe the spa treatments we offer, so that you are inspired to destress during your visit.

8

Touch Points

Guest Service

I ask how you are enjoying your visit, showing my care and interest in you.

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the behaviour

The services we offer make your stay unlike any other. We adapt to the work needs of the client and create an environment where you can squeeze every free minute you have.

I am a social resource, sharing the local happenings, events, concerts that you may not want to miss while you find your own local rhythm.

I let you know what’s happening at the hotel while you’re here, so you feel in the know and can freely opt in or out.

I encourage you to work in our Open Living Lounge so that you can meet like-minded people that share your rhythm.

I suggest we sit together in the Open Living Lounge, so that you feel at home as we get to know each other.

9

Touch Points

Backstage. Kitchen

I share the knowledge I have acquired from other places, so that we can all meet your needs.

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the behaviour

Even if the customer doesn't see us, we are part of their journey and our service behind the scenes has to be splendid as well.
Our cuisine is a reflection of our essence as a brand, so how we behave in the kitchen reflects sophistication, elegance and excellence.

I create innovative meals to go, so that you can have delicious quality food that is in keeping with the INNSiDE standard.

I prepare your meals quickly so that you can relax and eat well in the time you have.

I ensure our menu includes healthy options that fit your dietary needs, so that you can enjoy the same balance as you would at home.

I know the dessert special is something you might like, so I offer to bring you a small sample so you have confidence in your order.

I offer a variety of enticing meals that can be enjoyed quickly or leisurely, depending on your schedule, so you feel cared for.

I recommend menu options I think you will enjoy, so that you can have a great experience in our restaurant.

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the behaviour

9

Touch Points

Backstage. Maintenance/IT

I manage your need for more power outlets and provide you with a small extension cord so that you can work while lying in bed.

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the behaviour

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 communicate and provide efficient support for you, so that you feel like a member of the family.

I look for ways to go above and beyond when you ask for support, so you feel special.

9

Touch Points

Backstage. Maintenance/IT

I help you with your devices so you can connect easily.

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the behaviour

I take care of your repair request promptly, so you feel taken care of.

10

Touch Points

Like a family

I regularly post to the Communication Wall to keep my colleagues in the know about awesome clubs, bars and restaurants I’ve discovered, so they can help guests plan special experiences in our city.

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the behaviour

Not only are our guests treated with the utmost respect and care, but as colleagues, we also behave like this towards each other. Because we work as a family, reflecting the values that unite us.

I recommend an event that a colleague will enjoy, so that they know that I recognize them as a person.

The bleisure mindset means practicing what we preach. We model bleisure living when we sit at a communal table to have our weekly briefing or finish up some paper work.

I share stories with my colleagues through the Communication Wall so that they feel connected to the hotel, city, and guests, through moments and details I describe.

I surprise my colleagues with kind words or considerate gestures, so that they feel valued and understood, and enjoy the pleasure of an unexpected treat.

I see you are running behind, so I pick up the slack when you are overwhelmed with a sudden rush of guest requests.

I learn about what my colleagues are jazzed about, so that I can bond with them, and suggest events and experiences that might thrill them.

I always speak positively about all my colleagues, so they feel appreciated and recognized.

I add my voice to the INNSiDE community through the digital playbook, so that we share ideas, keep conversations going and strengthen our bonds.

I invite my colleagues to get together outside of work so that we can feel connected as we explore our city.

I discover hip new places and trends and share them with my colleagues through the digital INNSiDE Playbook so that we stay up on the exciting opportunities we have in the city.

I offer to help my colleagues whenever I can, so that they feel supported.

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the behaviour

Feel the beat