Guest Relation Agent

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