Meliá Hotel International
Meliá. Hotels & Resorts

Playbook on
Service Culture

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Meliá. Hotels & Resorts

THE MELIÁ
BRAND PROMISE

At Meliá Hotels & Resorts we put soul and passion into everything we do. There are many special and unique aspects, including the building itself, with its spacious rooms, stunning architecture, striking décor and contemporary concept of wellbeing.

We are situated in a great location close to shops, restaurants, theatres and lush beaches and offer a fantastic base from which travellers can explore the destination's most important sites, events and activities.

We have our guests in mind: loyal Meliá guests who choose us again and again, families with different needs, experienced business travellers and leisure travellers, including couples.

At Meliá Hotels & Resorts we stand out for our unique Spanish style in the hospitality industry and our passion for service. Our Spanish warmth and spontaneity are part of our Mediterranean roots and are always present in the Meliá experience.

Feel the beat
Meliá. 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: balanced, considerate, warm.

A rhythm that makes our guests feel welcome, acknowledge, celebrated, 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 behaviors is a “beat”, a heartbeat, an impulse making the rhythm of Meliá.

Do you feel it?

Let’s make our guests feel our heartbeat.

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Meliá. Hotels & Resorts

The essence of our brand seeks to make our guests feel Meliá as their home away from home through:

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Spanish
warmth

Balanced

Thoughtful

Agile

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Meliá. 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

Guest
Service Line
3

Guest
Service Line
4

In-room Dining
4

In-room Dining
5

Dining
5

Dining
6

Bar
6

Bar
7

Entertainment
7

Entertainment
8

Wellness
8

Wellness
9

Guest Services
9

Guest Services
10

The Level
10

The Level
11

Departure
11

Departure
12

Backstage
  • Kitchen
  • Maintenance / IT
12

Backstage
  • Kitchen
  • Maintenance / IT
13

Like
a family
13

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

Touch Points

Arrival

I greet you warmly by your surname saying “Welcome to Meliá” and tell you we have been expecting you, so you feel welcomed into our warm, Spanish culture, anywhere in the world.

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the behaviour

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 get to know you at check-in by asking about your familiarity with our city, your needs and plans for your visit, so that you feel we are interested in understanding and meeting your expectations for your stay.

I offer you a personal tour of the hotel, so you feel welcome.

I guide you to services that are meaningful for you, given the purpose of your visit, so you feel supported.

I personalize the check-in for your family by interacting with your kids and giving them a special KIDSDOM-branded gift to play with around the property, so you feel delighted.

I look for ways to personalize our conversation, asking you about your trip and what brings you to our city, so you feel connected.

I recognize you as a returning guest or Reward member, and I greet you accordingly, so you feel appreciated.

I explain the benefits of The Level service in case you haven’t booked it, so that you can choose to enhance your experience here.

I invite you to call Guest Service Line if you have any questions during your stay, so you feel supported.

2

Touch Points

In-room experience

I leave a bottle of cava in your room to set the stage for romance, so that you feel delighted to celebrate your anniversary here.

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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 rest and enjoyment.

I tell you how to use the TV and our new offerings, such as Video on Demand and Sport Videos, so you can settle in.

I make sure that any special items you requested are set up in your room before you arrive, so that you feel you have what you need.

I create an environment for you that pleases your senses, through the way your room appears, smells, and is organized, so that you can enjoy an immersive and delightful experience.

I make sure your in-room bar is set up with a selection of Spanish, local and organic products, as well as coffee and organic tea, so that you feel cared for in your home away from home.

I encourage you to call Guest Service Line for any questions you have during your stay, so you feel taken care of.

I call your attention to the coloring book and explain the benefits of mindful coloring, so you can feel relaxed.

I tell you the story of the bath amenities collection we have chosen, so you will know we care about your environment.

I recognize the importance of a good night’s sleep and explain Meliá’s unique bedding specifications for selecting pillows and ecofriendly linens, so you know we care about your wellbeing.

I demonstrate the in-room technology, so that you are able to achieve your business and leisure objectives.

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the behaviour

3

Touch Points

Guest Service Line

I am polite and cheerful as I provide you with a wake-up call at the time you requested, so that you can get up on time.

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the behaviour

We are always available for any unforeseen event or doubt that may arise for our guests. Guest Service Line is the service that accompanies you throughout your stay.

I call your attention to the Spanish dishes on the menu, so that you feel delighted with the unique options available to inspire your appetite.

I tell you about our international, local, organic and vegan options on our menu, so that you know you can enjoy a meal personalized to your preferences.

I give you a realistic time estimate of when to expect your order, so that you are prepared.

I update you if your order takes longer than expected, so that you feel informed and can plan accordingly.

I provide you with answers to your questions about the hotel, such as the hours of the restaurant, so you feel supported.

4

Touch Points

In-room Dining

I call your attention to the signature Spanish dishes on the menu, that so that you can enjoy Spanish gastronomy.

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the behaviour

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 offer to present the dishes to you, so that you will enjoy the hospitality of a restaurant experience in your own room.

I work with our chef to accommodate your special dietary needs, so you feel taken care of.

I deliver the hotel’s Running Cultural Map with your breakfast order, so you can get an active start to your day while seeing some of the city’s most important sites.

I offer to assist you with the Video on Demand system when I deliver your lunch or dinner, so that you will be able to watch a movie during your meal.

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the behaviour

5

Touch Points

Dining

I offer you recommendations based on your special nutritional requirements, so you feel recognized and cared for.

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the behaviour

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 greet you with a warm smile, direct eye contact and by using your Family Name, so that you feel welcome.

I have milk and juice ready for your children when you are seated, so that they feel more comfortable at breakfast time.

I describe our healthy meals and provide nutritional information, so that you feel confident that you can eat well and feel your best.

I recommend our Spanish dishes, so that you can enjoy our country’s legendary gastronomy.

I share my passion for Wine, to inspire your appetite, and so you feel excited about your meal.

I tell you stories about our restaurant, and recommend you try the other types of restaurants we provide, so that you enjoy our culture and feel special.

I give you information on any gastronomic workshops taking pace in the hotel during your stay, so you can plan to attend.

I thank you for dining with us and express my hope that you will enjoy the rest of your visit, so you feel appreciated.

I help you arrange a romantic dinner that sets the stage for your proposal, so that you will feel supported on one of the most important nights of your life.

I ask you how we could have helped you enjoy your dining experience even more, so that you know we are focused on pleasing you.

I seat you at one of our best tables when I realize you are celebrating your anniversary, birthday or any special occasion, so you feel delighted to have a romantic dinner.

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the behaviour

6

Touch Points

Bar

I present your order in a way that appeals to your senses, with beautiful plating and gracious presentation, so you feel delighted

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the behaviour

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 build on the information you share with me to recommend a drink you might enjoy, so you feel special.

I welcome you back and offer to bring you the same drink you ordered yesterday, so you feel remembered.

I tell you about our fine Spanish wines, so you can feel delighted with the options available to enhance your experience.

I provide you with a glass of wine for a toast when I realize you are celebrating any special occasion, so that you will feel appreciated.

I show you where the nearest plug is, so you can work efficiently.

I tell you about our gluten-free beers and ciders, so that you feel you have lots of beverages to choose from that will fit with your dietary restriction.

I offer you a second drink when you have consumed most of your first, so you feel taken care of.

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the behaviour

7

Touch Points

Entertainment

I explain the hotel’s yearly local art cultural exhibition program, so you can learn about the artwork you see in our halls.

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the behaviour

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 ensure that the sound quality in our entertainment is pleasing, so that you feel comfortable.

I enthusiastically tell you about the evening’s entertainment and encourage you to attend, so you feel included.

I learn about your children and suggest activities that are safe and enjoyable for them, so you feel at ease.

I explain the benefits of our Wellness activities program, so you can enrich your personal wellbeing.

I help you develop a plan to accomplish the leisure goals of your visit, so you feel supported.

8

Touch Points

Wellness

I describe some of my favorite Spa treatments, so you can imagine how enjoyable it would be to have them.

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the behaviour

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 provide treatments that appeal to your senses through aromatherapy, soothing sights and sounds, so that your experience with us is enhanced.

I offer to make a reservation for you at the spa, so that you don’t need to worry about it yourself.

I recommend a treatment to help you feel your best, so you feel looked after.

I recommend that you end your treatment with a mindfulness session in your room or in the relaxation area, so you will feel your best.

I connect you to the facilities and services that can help you maintain your wellness regime, so you feel supported.

I give you information on our fitness center – the hours, available equipment and classes – so that you can feel enabled to plan your workouts.

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the behaviour

9

Touch Points

Guest Services

I tell you about my favorite local places to visit, so you feel enabled to discover great places in our city.

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the behaviour

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.

I make suggestions based on what you want to accomplish during your visit, so you feel able to get the most out of your stay.

I tell you more about the artwork you admire in our halls, so that you can enjoy a richer cultural experience during your stay.

I make all the arrangements for your romantic evening through the Romance by Meliá offering,* so that you feel supported as you plan your special date.

*If your hotel offers this service.

I recommend you have your own informal meeting in the meeting boxes of the Power lounge,* so you can conveniently meet with your client.

*If your hotel offers this service.

I give you information about our unique Activities Brand program, so you know we support your wellbeing in all aspects, including Gastronomic, Cultural, Physical & Mental, and Social areas.

I recommend you try our signature Spanish restaurant, so you will enjoy the delicious cuisine and unique culture of Spain (no matter where you are in the world).

10

Touch Points

The Level

I welcome you with a special drink adapted to your taste, so you will know you can expect a great experience here.

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the behaviour

Our most exclusive service for you to enjoy maximum satisfaction and comfort in privileged areas of the hotel.

I tell you stories about the hotel as we walk together, so that you have more insight into the building and its features, and feel engaged and comfortable.

I offer to escort you to your room after check-in, so that you feel cared for.

I explain to you the extras you get by staying with us at The Level such as: PlayStation on Demand, Nespresso facilities, the lounge and more, so you feel delighted.

I provide you with a unique personal service, distinct from the rest of the hotel, so you feel special.

I surpass your expectations by being quick, and giving you priority in Restaurant, Activities, and Spa reservations, so that you feel delighted.

I explain the benefits of the Level in-room experience that enhances your wellbeing, such as the Happy Shower and unique bedding items like feather pillows and duvet, so you feel special.

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the behaviour

11

Touch Points

Departure

I help you feel comfortable when your flight is delayed, offering you facilities to change in after your swim or a place your child can nap, so that you feel appreciated throughout your stay.

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the behaviour

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 must make it memorable.

I offer to put your invoice under your door so that you can check out more quickly.

I personalize the checkout process for your family by interacting with your kids and giving you a branded gift, so you feel special.

I make sure you have time to review your bill at the desk and ask questions, so that you are comfortable with your account.

I take you to a private area for checkout when the lobby is busy, so that you can enjoy a peaceful experience as you depart.

I ask you for your feedback about your stay, so that you know we value your opinion and will use it to improve the experience of our guests.

I accommodate your need for late check-out when possible, so that you can enjoy every moment of your stay.

If you have shared suggestions and comments with us during your stay, I let you know if your feedback has been implemented, so that you feel delighted that you have helped evolve the experience at our hotel.

12

Touch Points

Backstage. Kitchen

I invite the Executive Chef to greet you at your table at dinner time, so you have an opportunity to meet the creative visionary behind the meals we serve.

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the behaviour

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, elegance and excellence.

I create delicious and nutritious menu options, so that you can stay healthy while enjoying great meals.

I am proud to feature Spanish dishes on our menu, so that you may enjoy the taste of our heritage..

I offer a special local dish off of the menu every day, so you can experience the cuisine of our local area.

I help my colleagues learn culinary techniques to create newly popular dishes, so that we can serve you better.

I inform the Chef about your food allergy, so the chef personally consults you directly in order to know which meal they can prepare according to your specifications, and bring your order directly to the table, helping you feel at ease.

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 apologize for any inconvenience you encountered, so you know we care about your experience.

I am considerate of your needs, and ensure my work does not disturb you.

I anticipate your needs and proactively make repairs or upgrades so that you can enjoy a consistently excellent experience.

I ask you if you have enjoyed the unique features of the Meliá in Room Experience, such as the special bedding, Video on Demand and Active seating Ball, and I offer to explain how to use any of them, so that you feel taken care of.

I try to accommodate your schedule best I can, so that you feel your problem is resolved conveniently.

I am friendly when I interact with you, so that you feel comfortable knowing I will take care of your concerns.

I let you know that we remain at your disposal through Guest Service Line, if you have any other concerns, so that you feel looked after throughout your stay.

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

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the behaviour

13

Touch Points

Like a family

I tell my colleagues about new places in the city I have discovered, so they can recommend them to their guests.

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the behaviour

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 focus on my wellbeing and that of my coworkers, encouraging healthy food choices and work/life balance, so that we can feel our best.

I arrange social events with my colleagues so that we can get to know each other better and apply the warmth of our friendship to the way we interact with guests and each other.

I am friendly, building close relationships with my coworkers, so that they feel their work environment is warm and hospitable.

I show concern for my colleagues when they seem tired or stressed, so that they will feel supported.

I keep an open mind for change and am glad to evolve the way I do things in order to deliver a better, faster or more efficient result.

I am aware of trends, so that I can share these with my colleagues and we can be prepared to support our guests in the way they expect.

I step in to support my colleagues with checkout when a lineup has formed, so that you can depart quickly.

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