Marriott Careers

Agent Service Client

Paris, France
Rooms and Guest Services Operations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Dec 05, 2018
Job Number 18003CWP
Job Category Rooms and Guest Services Operations
Location Le Méridien Etoile, Paris, Paris VIEW ON MAP
Brand Le Meridien
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
Au Méridien, nous aidons les clients à découvrir les expériences inattendues et fascinantes que leur réserve chaque destination. Curieux, créatifs, cosmopolites et avides de culture, nos clients apprécient notre service sophistiqué et intemporel. Nous offrons un service authentique, chic et inoubliable. Les expériences que nous proposons à nos clients leur permettent de découvrir le lieu de séjour. Nous recherchons des personnes curieuses, créatives et bien informées pour rejoindre notre équipe. Vous aimez dialoguer avec des clients ayant ce même état d’esprit et vous avez envie de leur proposer des expériences inattendues ? Nous vous invitons à consulter les offres d’emploi proposées par l’enseigne Le Méridien.
 
Vos missions :
 

-   Gestion téléphonique importante : standard et service client. Vous traiterez les demandes clients (conseils, assistance) et les transmettrez aux divers services de l’hôtel : restaurant, housekeeping/lingerie, réception, conciergerie, sécurité, maintenance, etc.

-   Gestion des prises de commandes « order taker » du room service

-   Enregistrement des defects, dequests et work order dans le logiciel Empower / GXP

-   Follow up avec les clients de toutes les demandes (defects & requests)

-   Gestion de toutes les prestations VIP 

-   Gestion des plaintes clients

-   Gestion et suivi des réveils clients

-   Gestion de la taxation téléphonique client

-   Vous gérerez également les communications à l’attention des clients de l’hôtel, dans le respect des valeurs de la marque Le Méridien.


Job Summary
 
     Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft.
 
     Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.



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