One of our clients is looking for a Guest Experience Manager who will be responsible for preparing and monitoring guest stays in the most prestigious hotels in the world. He/she answers to  requests (concerning information on destinations, hotels, availability of rooms), makes the reservations according to the procedure. The GEM reports to the Head of Guest Experience Managers.

MISSIONS:

  • Represent the company providing exceptional service to high end clients

  • Know the different hotels that are offered through and being expert with the destinations

  • Know perfectly the  services offered by the company, its values/ advantages and particularly the specific services provided by each hotel

  • Conclude the bookings providing a personalized  service to the guest

  • Verify and update client profiles (database : preferences, family…)

  • Modify or cancel the reservations

  • Ascertain the availabilities with the hotels, either through the company's system or alternatively, by directly contacting the hotels.

  • Verify the available benefits of each booking

  • Verify and answer to the different requests of the clients (birthday, anniversary, special occasions…)

  • Send an email 7 days before the arrival of the  and provide all the details (flight, welcome note, amenities)

  • Handle complaints and deal with pressure from demanding guests:

    • Ensure to give the appropriate information to the guest

    • Listen to the guest and find solutions

    • Contact the hotel to guarantee a high level of service

    • Contact the guests who has not book for a while and encourage new bookings

  • Handle courtesy call to ensure the guest is satisfied about the hotel and the services provided by us

  • Collaborate with Travel Experience Consultants to provide tailor made experience to the guest , with activities which fit with the client preferences

PROFILE :

  • Knowledge of reservation in luxury hospitality

  • Excellent communication in English and French (both written and spoken)

  • Excellent interpersonal skills with a sound sense of services in a demanding field of luxury hospitality

  • Being flexible, adjustable and enjoying the team work 

  • Results oriented

  • Team spirit

  • Excellent presentation