Customer reception and follow-up

Define and understand the profiles of the establishment's clients, classified into: short and long stays, regular guests, and VIPs.

Define the treatment best suited to each client: standard, tailored, personalized 

Build a relationship of trust with your client by being "their preferred contact"

To welcome different types of guests and maintain contact throughout their stay

Personalize the service according to the profile and evaluate its success 

Responding to multiple customer problems and requests (room services, exceptional and additional requests, etc.)

Administration and coordination component

Perform check-in/check-out for VIP clients

Escorting VIP clients to their rooms

Maintaining constant contact with the various departments of the establishment to clarify the needs of its clients 

Check the logistics put in place for clients before their arrival (condition of rooms, cleanliness, amenities, etc.) and guarantee their quality

Continuously update customer profiles (history, allergies, complaints…)

Provide feedback to management regarding customer comments and the quality of their stay

Promote the hotel's various points of sale

To handle the administrative aspects related to customer loyalty for the establishment: Welcome letters, Arrival/departure reports, Courtesy calls (by phone or email)

To ensure continuity of service by implementing a rigorous and detailed handover process.

Send the VIP list with client photos to all other departments.

List and communicate the names of long-stay clients to all departments.

Send daily arrivals/departures to all departments

To track and follow up on customer complaints

Manage the Guest Relationship email inbox

Prepare the departure letter

Ensure that all staff members on duty adhere to hotel standards.

Desired Candidate Profile

Job Profile

• MD degree from a top textile engineering school or MD degree in Business/Marketing
• Minimum 1-3 years of experience in guest relations within an international hotel chain
• Fluent in both written and spoken French and English
• Proficient in Opra software for the hotel industry, in addition to MS Office Word and Excel.