- Full-Time
- Permanent
- SOFITEL
- Rooms
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SOFITEL MARRAKECH PALAIS IMPERIAL, Marrakesh, Morocco
__jobinformationwidget.freetext.ExternalReference__
REF5401K
Agent Guest Experience
Region
Luxury & Lifestyle
Conçu dans un style contemporain, l'hôtel 5 étoiles Sofitel Marrakech Palais Imperial & Spa est un espace de calme et de volupté au milieu d'un somptueux jardin avec vue sur les montagnes de l'Atlas.
- Accueillir les clients tout en respectant les scripts et les standards ACCOR
- S’occuper des Check-in des clients membres et VIP
- Être créateur de l’expérience client
- Traiter et suivre les réclamations des clients d’une manière proactive et professionnelle
- S’assurer que toutes les chambres attribuées aux VIP, sont inspectées et que les amenities sont mises en place avant le Check-in
- Personnaliser le service, selon les besoins des clients
- Planifier des appels de courtoisie afin de s’assurer du bon déroulement du séjour des clients ;
- Fournir un service anticipatif, sur mesure, intuitif et transparent lors du traitement des demandes des clients
- Optimiser les revenues à travers la vente incitative
- Faire le suivi des commentaires clients, partager les feedbacks avec la direction et proposer des plans d’action
- Participer au recrutement des clients ALL
- Alimenter la base de données des préférences clients
- Participer à la stratégie adoptée par le groupe ACCOR et le propriétaire
- Contribuer à l’amélioration du score RPS de l’hôtel
- Répondre et gérer les réclamations clients
- Respecter les standards et procédures interne du groupe ACCOR et du propriétaire
- S’assurer directement de la satisfaction client
- Diplôme en management hôtelier ou en hébergement
- Capacités de communication orale et écrite
- Sens d’écoute et d’empathie
- Sens de l’organisation
- curiosité
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
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