E-Conciergerie Specialist

We are looking for a talented E-Conciergerie Specialist to join our team at our Head Office - Mapou.

Overview of the role:

In this role you will be responsible for providing outstanding customer service by efficiently managing all communications and reservations, ensuring guests have a personalized and enjoyable experience at our resort.

Main Responsibilities:

• Handle all requests and calls in a professional, efficient and courteous manner
• Ensure that the services required by partners / customers are in accordance to their wishes via empathic listening/”counselling” to offer them the most customized experience
• Respond to all emails in a timely manner, especially after working hours and during week ends “
• Take calls and inquiries from potential guests and provides information about services offered
• Inform potential customers of sports, tourism activities which can be performed within our resorts but also anywhere else on the island
• Help our clients organize their stay in our resorts well in advance with Pre-Stay Concierge service and sell experiences in our resorts
• Make sure that all information, pricing done are correct and up to date and recommend suitable options
• Maintain contact with all potential guests (chase clients after sending out quotes, etc…)
• Be proactive and practice up-selling of higher room categories + try to sell pre-bookable add-ons to increase revenue
• Process all reservation requests, changes and cancellations received
• Keep records of customer interactions and transactions
• Keep accurate, detailed electronic notes upon completion of each booking
• Ensure data entry accuracy into the systems (Sales Force, HMS, INFOR)
• Perform all administrative tasks as assigned and on specific tools (livechat, 3CX, feeding of Sales Force, HMS, INFOR)
• Set-up proper billing accounts according to Accounting policies
• Support and help team member
• Any other ancillary tasks as may be assigned by Management
• Direct requests and unresolved issues to the designated resource
• Provide timely feedback to management regarding performance

Candidate's profile:

• Higher School Certificate or equivalent
• Certificate or Diploma in Marketing/Tourism & Hospitality Management would be an advantage
• At least 2 years’ experience in the field of Sales in the tourism sector
• Excellent communication and negotiation skills
• Fluent in French and English, both written and spoken
• Must be comfortable on the phone and by email
• Strong knowledge of OTA | TO | DMC (Booking.com, Expedia, MariDeal, etc)
• Computer literate and knowledge of Microsoft Office (Outlook/Excel/Word)