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Agent Service Royal tlphoniste HFD
1 month ago
En tant qu'agent de service royal, vous êtes chargé de prendre soin des demandes de nos clients au téléphone. Votre rôle consiste à les accueillir, à les informer et à les aider à résoudre leurs problèmes.
Responsabilités :
- Accueillir les clients au téléphone et répondre à leurs questions;
- Donner des informations sur les services de l'hôtel et les activités proposées;
- Aider les clients à résoudre leurs problèmes et à trouver des solutions;
- Prendre des réservations de chambres et de restaurants;
- Se charger des demandes des clients et assurer le suivi conformément aux normes de l'hôtel et du Service Royal;
- Communiquer tous les problèmes pertinents au chef de service;
- Avoir une connaissance pratique suffisante de tous les départements, notamment de l'entretien ménager, de la réception et des services techniques;
- Mettre à jour le logiciel Service Royal;
- Assurer la liaison pour les clients qui demandent des informations relatives à tous les aspects de l'hôtel;
- Faire les réservations dans les restaurants à la demande des clients;
- Prendre les réservations du restaurant en l'absence de l'hôtesse;
- Prendre les commandes pour le service de la chambre et les transmettre à celui qui s'en charge;
- Avoir de bonnes connaissances de l'hôtel pour vendre des chambres de catégories supérieures;
- Éliminer les intermédiaires non essentiels pour toute demande de clients;
- Faire un suivi dans les délais prescrits pour toutes les livraisons faites aux chambres et pour tous les problèmes mis par un client;
- Connaitre parfaitement l'intégralité des procédures d'urgence de l'hôtel;
- Respecter les politiques, les procédures et les normes de service du département;
- Respecter toutes les politiques de sécurité;
- Toutes autres tâches connexes.
Qualifications :
- De l'expérience pertinente en matière de service à la clientèle est obligatoire;
- Expérience préalable de téléphoniste d'accueil ou en hôtellerie est un atout;
- Excellentes aptitudes à communiquer oralement comme par écrit en français et en anglais afin de comprendre et discuter aisément avec une clientèle internationale de façon régulière et une troisième langue est un atout;
- Excellentes aptitudes en matière de service à la clientèle et compétences de communication orale requises;
- Capacité à se servir des applications Microsoft Windows (Outlook) et PMS;
- Compétences interpersonnelles et de résolution de problèmes;
- Responsable et fiable;
- Capacité à travailler efficacement sous pression dans un environnement à rythme soutenu;
- Organisation, esprit d'équipe, initiative, disponibilité et empathie;
- Capacité à concentrer son attention sur les besoins des clients en restant calme et courtois à tout moment;
- Avoir une grande disponibilité pour travailler de jour, soir et fin de semaine;
- Avoir une voix chaleureuse au téléphone;
- Toutes autres qualifications connexes.
Travail à distance :
Non
Type d'emploi :
Temps plein
