Aura Coordinator for ME Malta

“Whatever story you choose, you are the star”.

Join Our Team as an Aura Coordinator!

Are you passionate about hospitality and creating unforgettable guest experiences? Do you thrive in a dynamic, fast-paced environment? ME Malta is looking for an enthusiastic and customer-focused Aura Coordinator to join our team and help elevate our guests' experiences to the next level.

Duties & Responsibilities:

• Assist with the organization and hosting of cultural events, creative exhibition and fashion shows.

• Be up to date with the current trends, styles and luxury fashion and music.

• Assist the Aura Manager and Marketing Manager with any events in-house.

• Comply with the attributes, standards and manuals that apply in the Aura department, as well as ensure compliance in other
areas.

• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.

• Efficiently use the different customer experience management tools.

• Manage the guests’ digital experience, according to the global strategy.

• Manage customer incidents, following the established protocols.

• Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background
music.

• Verify material orders following the set product guidelines, for better optimisation of economic resources.

• Respond appropriately to guest complaints.  

• Make appropriate service recovery gestures in order to ensure total guest satisfaction.   

• Perform other duties as assigned. 

• Perform check in and check out tasks when required.

• Perform Courtesy calls to guests prior to arrival, during the guest stay, and after departure if required.

• Manage Online and Phone reservations.

• Assist guests with touristic information, transportation requests, and restaurant bookings.

• Assist other departments with the delivery of room amenities and gifts if necessary.

• Inspect rooms from a housekeeping perspective if necessary.

• Manage cash and credit card payments.

• Activate room keys using electronic key machine and reissue new room keys to guests as necessary by verifying guest
identity and using electronic key machine.

• Assign room according to guest request and preferences whenever possible.

• Accommodate requests for room changes when possible.

• File guest paperwork or documentation.

• Sell a room/accommodation to guests without reservations based on availability. Confirm reservations and cancellations.

• Provide luggage assistance upon arrival and departure.

• Escort guests and clients to rooms or other hotel facilities.

What are we looking for?

• Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.   

• Must be fluent in English; other languages are preferred.   

• 1-year experience in a fast environment in the same or similar position in a hotel/resort. 

• Passionate for Hospitality and with a strong attitude to interpersonal relationships