As Sofitel's Guest Experience Agent you will answer calls for arriving guests and in-house guests using efficient and professional communication, providing superior customer service and guest engagement through friendly and professional interactions that exceed the guests’ expectations. An essential part of this role will be to follow the Sofitel Brand Standards in every interaction with guests, maintaining total customer satisfaction and creating cousu main moments.
What you'll be doing:
- Be a customer journey expert and facilitator
- Answer calls within 3 rings using specified greeting for the hotel following Sofitel brand standard guidelines
- Positively respond to all calls and assist with guest’s enquiries, directing to the appropriate department
- Promote and upsell in all guest interactions following brand guidelines
- Accurately document guest messages and internal communication
- Complete general day to day duties of the communications team.
