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Guest Relation

Il y a 4 mois

IssylesMoulineaux, France M GALLERY Temps plein

**Description de l'entreprise**
A quelques pas du centre-ville d’Issy-les-Moulineaux, le Domaine de la Reine Margot est une parenthèse presque cachée, loin de l’effervescence parisienne. Franchir les portes du Domaine, c’est entrer dans un lieu chargé d’histoire, une bulle vivifiante, pour y vivre une expérience hors du temps.

**Description du poste**
Suite à notre ouverture en Octobre 2023, nous sommes à la recherche de notre futur(e) **Guest Relation H/F **afin de compléter les équipes de la réception.

**Parlons de vous**:

- Attentif aux autres et à l’environnement qui vous entoure : vous contribuez à rendre le séjour aussi irréprochable qu’inoubliable en apportant votre petite touche personnelle
- Doté d’un solide esprit d’équipe et d’un sens du relationnel aiguisé, vous êtes aux petits soins des besoins des clients.
- Très à l’aise en français et en anglais, vous maîtrisez aussi une 3e langue, et aimez découvrir de nouvelles cultures.
- Leader affirmé(e), le développement et l’accompagnement des équipes est une de vos priorités

En nous rejoignant comme Guest Relation H/F vous travaillerez au sein de l’équipe d’Anaïs, notre Chef de Réception.

**Votre futur terrain de jeu**:
Havre de paix au cœur du Domaine, les 83 chambres et suites offrent un cocon idéal pour se ressourcer. Lieu ultime de relaxation, le spa est situé face au jardin. Il offre trois cabines de massage, un sauna, un hammam, un bassin de nage de 2x8 mètres ainsi qu'un espace fitness.
Côté restauration, Marguerite 1606 est une table d'hôte botanique où il fait bon de déguster mets et boissons inspirés du potager et du verger. Au cœur de la magnifique chapelle classée monument historique, une collection de plus de 400 rhums anciens attend nos clients pour une dégustation hors du temps. Trois espaces de meeting et banquets viennent compléter l'offre du Domaine.

**Vos futures missions**:

- Être présent(e) de manière régulière dans le hall de l’hôtel, avoir un comportement et une tenue irréprochable, accueillir, guider et orienter les clients,
- Être présent(e) lors des arrivées clients, les weekends, et jours de grande affluence et événements,
- Réaliser des gardes,
- Etablir un relationnel de qualité avec le client, dès l’accueil et tout au long de son séjour, afin de le fidéliser,
- Gérer les réservations pour les clients VIP, y compris la coordination avec les autres départements de l’hôtel pour s’assurer que tous les détails sont corrects et répondent aux attentes des clients, contrôle les chambres VIP et les amenities,
- Prendre connaissance de la qualité des prestations offertes, par le biais des commentaires clients et des audits de qualité,
- Être force de proposition, rédiger et mettre en œuvre des procédures et standards de son service,
- Prendre en charge les réclamations lorsque celles-ci n’ont pu être prises en charge par les équipes, en veillant à apporter des solutions dans les meilleurs délais,
- Prendre en compte et anticiper les besoins du client, répondre et traiter les demandes d'information des clients, les mettre en relation avec les interlocuteurs concernés,
- Collecter les informations relatives aux clients dans le but d’améliorer les futurs séjours
- Gérer la e-réputation de l’établissement et les communications sur les différents canaux (Trust You, Google, Tripadvisor,etc),
- Maintenir une connaissance approfondie de l’hôtel, de ses services et de ses équipements, ainsi que des attractions locales et des événements spéciaux pour fournir des recommandations pertinentes aux clients,
- Communiquer les informations importantes aux autres services et impliquer les équipes dans la mise en place de prestations VIP, la personnalisation des séjours et la connaissance du quartier,
- Trouver des idées nouvelles et produits pour personnaliser le séjour de nos clients en respectant le positionnement de notre hôtel.

**Qualifications**
- Maitrise de l’anglais et d’une autre langue selon les besoins de l’hôtel
- Au minimum 3 ans d’expérience dans la gestion de l’expérience client.
- Connaissance des logiciels OPERA CLOUD et RESAWEB (appréciées mais non obligatoires)
- Excellente compréhension des activités opérationnel,
- Bonne connaissance de l’hôtellerie haut de gamme
- Excellentes aptitudes à communiquer, à l’oral comme à l’écrit
- Capacité à former les membres de l’équipe et à développer leurs compétences
- Capacité à travailler efficacement en équipe et sens de l’initiative
- Excellentes compétences organisationnelles
- Esprit commercial

**Informations supplémentaires**

**Vos avantages**:

- Indemnités nourriture mensuelles
- 13ème mois après 2 mois d'ancienneté
- Remboursement transport 50%
- Forfait mobilité durable de 500€ par an
- Tarifs préférentiels sur le stationnement voiture
- Cafétéria avec frigos connecté Foodles
- M