Guest Experience Manager

1 mese fa


Lazio, Italia Accor Hotels A tempo pieno

Description de l'entreprise Sofitel Marrakech Palais Imperial & Spa Hôtel de luxe du groupe Accor, notre établissement incarne l'élégance contemporaine avec vue sur les montagnes de l'Atlas et des jardins somptueux.
Situé au cœur de Marrakech, il offre une expérience unique mêlant raffinement français et charme marocain.
Description du poste Être créateur de l'expérience client et garant de sa réussite Mettre en place des processus proactifs afin d'optimiser l'expérience client Mettre au point de nouvelles stratégies de fidélisation et évaluer leur efficacité Accueillir les clients, s'assurer qu'ils passent un bon séjour, et les fidéliser S'occuper des Check-in des clients membres Traiter les réclamations des clients Alimenter la base de données clients « ACDC », par leurs préférences, afin de personnaliser le service 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 la culture et la nationalité des clients Planifier des meetings avec les clients pour s'assurer que leur séjour se déroule très bien Aider l'équipe du commercial à augmenter les ventes à travers le cross et le up-selling Etudier la concurrence, pour trouver de nouveau moyens de fidélisation (Benchmark) Collaborer avec les autres services, pour anticiper et répondre aux besoins des clients Prospecter de nouveaux clients Faire le suivi des commentaires clients, partager les remarques/feedback avec la direction, et proposer des solutions Mettre en place des indicateurs relatif au service RP (ex : le Nbre de réclamation max par semaine) Fidéliser les clients, en les invitant à s'abonner au programme de fidélité «ALL» Répondre aux réclamations des clients, ou bien les transférer au département concerné Participer à la stratégie GEM du département Participer à l'optimisation du score «RPS» Qualifications Bac+5 en management touristique #J-18808-Ljbffr



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