[{{ $ctrl._job.status.name | translate}}] Agent de réservation
Paris Cluster

Publicada

Descripción de la oferta

- Accept telephone calls and sell hotel rooms for all Marriott’s properties in Paris, plus world-wide lodging products. Handle all customer inquiries in a timely, courteous and professional manner and maintain the highest possible standard of customer services and sales skills.
- Provide friendly, efficient and helpful service to customers and colleagues, both internal and external. Sell the participating hotels, their facilities and have full product knowledge of the hotels and their features and benefits.
- Respect all the procedures in place within the department: privacy and confidentiality of the guest information, reservations procedure, respect of the quality of service standards
Guest satisfaction
• To answer phones in a prompt and courteous manner.
• To treat all customers (internal and external) with courtesy and respect, and to refer to them by name and ensure that any customer concerns are handled in a timely manner.
• To have a thorough understanding of both Marriott Rewards Loyalty programs and Marriott Incentive Awards programs.
• To answer all phone calls promptly and in a courteous manner.
Policies and procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
Reservations services
• Verify all reservation information with callers to ensure accuracy.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Verify availability of room type, rate, and occupancy before confirming any reservations.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes.
Guest relations
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
Communication
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
Experience
• High School Diploma or equivalent required
• No experience in a reservation center required
Skills and Knowledge
Skills
• Communication: Ability to listen and communicate
• French mandatory and English fluent, a third language would be appreciated
• Adaptability
• Customer service orientation
• Computer skills (Microsoft office)
Personal attributes
• Team work
• Integrity
• Positive attitude
• Motivated

Requisitos

See description

Tipo de oferta de empleo
A tiempo completo
Ubicación
Paris, France
Departamento
Recepción, Reservas
Idiomas
Inglés, Francés
Fecha de incorporación
Lo antes posible

Marriott Paris Cluster Office

Notre site de Puteaux à deux pas du quartier d’affaires de La Défense, regroupe dans des bureaux une partie des équipes Commerciales, l’équipe de Réservation France et les Revenue Managers.

En 2007, Marriott célèbre deux étapes importantes: le 50ème anniversaire de son entrée dans le secteur de l’industrie hôtelière et les 80 ans de la création de la compagnie par J. Willard Marriott, avec à l’origine, en 1927, une buvette de bière de betterave à Washington D.C., où l’on pouvait accueillir neuf personnes.

En 1964, J. W. Marriott Junior prit la succession de son père à la tête de la Société et il en est toujours le Président. L’entreprise s’est développée pour devenir aujourd’hui l’un des plus grands groupes hôteliers du monde avec plus de 3 400 hôtels dans 68 pays.

Le leadership « Marriott » appuie sa culture sur le service mais aussi sur le bien-être de ses employés. « Please the associate and they will better serve your Customer ». Si la compagnie a aujourd’hui un nouveau Look & Feel, en particulier avec sa nouvelle literie, un design et un style contemporain, il n’en reste pas moins que sa volonté de servir n’a jamais été aussi forte : c’est le célèbre « Spirit to Serve » qui différencie fortement Marriott et qui continuera de le faire à l’avenir.

Nous avons a cœur de recruter des associés qui partagent nos valeurs ! Nous nous efforçons au quotidien de donner la priorité à nos associés, de les accompagner dans leur développement au sein de nos équipes, et ce tout au long de leur parcours avec nous. Notre ambition est également de promouvoir la diversité dans notre démarche de recrutement.

N’hésitez pas à nous contacter pour rejoindre l’équipe de Paris Cluster Office.

Otros empleos sugeridos

{{:: 'Réceptionniste de jour' | ellipsis : 40 : true }}

{{:: 'Hôtel Elysa Luxembourg' | ellipsis : 35 : true }}

{{:: 'Réceptionniste de jour (H/F)' | ellipsis : 40 : true }}

{{:: 'Hôtel Le Dauphin' | ellipsis : 35 : true }}

{{:: 'Agent de réservation H/F' | ellipsis : 40 : true }}

{{:: 'Crowne Plaza Paris Republique' | ellipsis : 35 : true }}