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Meliá Hotels invites guests to design their service culture

"Rather than assume we know what guests want, we are inviting our guests to tell us. This will allow us to move beyond meeting the needs of our guests to anticipating them," said Alex Hugot, Meliá's VP Global Brand Management.


"The Spanish culture, a rich part of our heritage, is known around the world for its warmth and openness. It is our wish that every guest, at every one of the Meliá properties, experience that culture with every visit." Meliá Hotels International has engaged North America-based Bond Brand Loyalty to partner with on this important work. Bond Brand Loyalty is a recognized leader in building brand loyalty and customer engagement for many of the world's most influential and valuable brands. "The experiences we talk about are the ones that create emotions.

This is deeply human, and it is why our customer experience work focuses on the interactions between a brand's representatives and their customers," commentedBob Macdonald, President and CEO, Bond Brand Loyalty.

"We applaud Meliá Hotels International for the work they have done on the entire spectrum of brand and customer experience, and we are exceptionally proud to be supporting them." Meliá Hotels International is in a period of substantial growth, and a consistent service culture coupled with other strategic efforts already underway will impact not only the Meliá properties of today, but also those of tomorrow.