guest relation and duty manager h/f - Brussels, België - Accor

    Accor
    Accor Brussels, België

    1 week geleden

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    Position Title: Front Office Ambassador

    Company Description: Situated in the heart of the European district, Sofitel Brussels Europe is an elegant hotel ideally located on Place Jourdan, one of the city's last typical squares. Close to the famous Parc du Cinquantenaire and museums, it is the perfect starting point for all visits to the European capital.

    Job Description:

    General Mission:

    • Fully integrate into the Front Office team to provide a professional experience in an atmosphere of elegant creativity and modern comfort.
    • Act as a privileged intermediary between management and clientele to inspire teams with passion for excellence and provide high-quality service to clients.
    • Ensure the well-being of guests throughout their stay.
    • Respond to client requests, adding recommendations and a personal touch to enhance client satisfaction within the SOFITEL Standards.
    • Successful experience in a 5* Luxury hotel, motivated, passionate, responsible, dynamic, with a strong focus on rigor and responsiveness.

    Main Responsibilities:

    • Assist the reception in welcoming clients in line with the brand's Values (Check-In, Check-out, Phone)
    • Anticipate and address any client dissatisfaction quickly with the support of the FOM.
    • Promote hotel outlets and services.
    • Ensure VIP follow-up throughout their stay, meeting their expectations.
    • Personalize client relations to enhance satisfaction and loyalty (Before, during, after the stay).
    • Update and monitor client files in OPERA (Guest Profile + Merge Profile) in collaboration with Reception and Reservations.
    • Respond within 24 hours to client feedback left after their stay on all platforms (letters, VOG, TripAdvisor, etc.) with the support of the FOM.

    Activities:

    • Know all hotel services offered, inform clients, and encourage consumption.
    • Build excellent relationships with clients.
    • Control quality in all hotel services.
    • Participate in restaurant, bar, and other outlet promotions.
    • Actively contribute to client loyalty.
    • Draft all correspondence placed in rooms (Welcome letters, apologies, etc.).

    Qualifications:

    • Fluent in French, English, and Dutch.
    • Commercial mindset.
    • Adaptable.
    • Team player.
    • Detail-oriented.
    • Excellent presentation and interpersonal skills.
    • Proactive.
    • Organized and rigorous.
    • Strong sense of hospitality and customer service.
    • Ability to manage stress.

    Additional Information:

    • Similar experience required.
    • Good communication skills.
    • Mastery of English, knowledge of other languages is a plus.