Gestionnaire Qualite Billeterie

This job description is currently under review and subject to validation. Adjustments may be made before the final version is released.

PURPOSE OF THE JOB

The Ticketing Agent is responsible for managing and issuing tickets for services required during guests' stays, ensuring a seamless process andan exceptionalcustomer experience.This role involves handling customer inquiries, processing requests efficiently, andmaintainingaccuraterecords while adhering to company policies and procedures.

GENERAL MISSIONS

1.TicketIssuance&Processing

• Process ticket requests and issue tickets in line with company policies and guest requirements.

• Ensureaccuraterecording of all transactions in the Property Management System (PMS).

• Monitor payments for issued tickets and follow up with guests and departments as needed.

2.Customer Service

• Respond promptly to guest inquiries via phone, email, or in-person interactions.

• Provide clear andaccurateinformation on services and ticket options available during their stay.

• Address and resolve guest complaints effectively, ensuring client satisfaction.

3.Coordination & Communication

• Collaborate with other departments to confirm service delivery times and ensure smooth operations.

• Update guest account records as necessary tomaintainaccuracy and compliance.

• Serve as a point of contact for ticket-related inquiries and ensuretimelydelivery of services.

4.ProcessImprovement&Adherence

• Ensure all ticketing processescomply withinternal company policies and relevant standards.

• Propose improvements to streamline the ticketing process and enhance efficiency.

• Maintain a detailed understanding of product offerings and internal procedures.

5.Reporting&Accuracy

• Keepaccuraterecords of allissued tickets and payments.

• Provide reports and feedback to management onticketingperformance and guest feedback.

• Monitor data trends tooptimizeoperational processes where needed.

KPI(position requirementsobjective)

• Accuracy Rate: Percentage of error-free tickets issued.

• Response Time: Average time to respond to guest inquiries or ticket requests.

• Guest Satisfaction: Positive feedback and survey scores related to the ticketing process.

• On-Time Delivery: Percentage of tickets processed and issued on time.

• Complaint Resolution Rate: Efficiency in resolving guest complaints related to ticketing.