Job Description

Mission

T ches

Customer reception and follow-up

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

To finalize the treatment, adapt it to each client: standard, customized, personalized

Building a relationship of trust with the client by establishing them as their preferred contact

To welcome different clients and maintain contact throughout their stay

Personalize the service according to the profile and evaluate its success

Responding to the multiple problems and requests of clients (Room services, exceptional and additional requests)

Administration and coordination component

R aliser le Check in / Check out des clients VIP

Escorting VIP guests 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 all departments, the names of long-stay clients

Send daily arrivals/departures to all departments

To track and follow up on customer complaints

Manage the Guest Relationship email inbox

Prepare the letter of departure

Ensure that all staff members present comply with hotel standards.

Qualifications

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.