Fixed-term contract
New Orleans, LA
Perimeter: Guest Relations Service He reports to: Responsable Chargé de clientèle / Guest Relations Manager
TO ENSURE CUSTOMER SATISFACTION
? Follows up on the stay and the well-being of each customer
? Is available to the customer for all requests related to his stay at the village (room change, transport...) and away from the village (in respect of legislation in effect and ethics)
? Is attentive to any customer problem/complaint and proposes effective solutions
? Enters lodging and maintenance requests from customers into the computer system
? Provides daily follow-up on customer requests
? Respects standards related to customer loyalty status (pre-stay contact, arrival correspondence, active listening...)
? Provides support to the front reception team to facilitate the customer itinerary, by leaving his workstation and upon request from his manager
? Provides welcome and follow-up for VIPs by respecting the standards of Club Méditerranée
? Informs his manager about any dysfunction with the service or customer complaints
? Handles the management of lost and found objects TO ENSURE THE DIFFUSION OF PROPER INFORMATION
? Is perfectly familiar with all information concerning the village and its surroundings (pharmacy, tourism office, church...)
? Translates and diffuses (via all available and appropriate means), in real time, information that is relevant for the well-being and comfort of the customer.
? Streamlines the diffusion of information in a proactive manner to facilitate and simplify the customer itinerary.
TO PARTICIPATE IN ECONOMIC RESULTS
? Respects the budget allocated by his manager
? Follows the action plan to reach the objectives set by his manager (Additional sales)
? Makes suggestions to his manager to develop additional sales
? Customer Satisfaction
? Development of local sales
? Accuracy of information provided
? Pro-activeness in his relationship with the customer
Professional skills:
? Experience in hotel reception
? Experience in international customer relations
? Bac + 2 (2 years of studies after A-levels) in hotel services or tourism
Personal qualities:
? Good listening skills
? Service-oriented and good relational skills
? Proactive
? Upscale and professional behaviour
? Attentive to detail
? Ability to manage stress and conflict
IT and languages
? Proficient in Office
? Proficient in Outlook
? English level 4
? 2nd language Level 4
? 3rd language Level 4 desired
Hospitality is the very essence of life at our resorts. By joining the Reception team, you’ll have a key role to play, that of developing a high-quality customised relationship with our guests and offering them:
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