Guest Experience Agent

As Sofitel's Guest Experience Agent you will answer calls for arriving guests and in-house guests using efficient and professional communication, providing superior guest experience 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 three rings using the specified greeting in line with Sofitel brand standards.
• Respond positively to all calls and assist with guest inquiries, directing them to the appropriate department.
• Promote and upsell during all guest interactions, following brand guidelines.
• Accurately document guest messages and internal communications.
• Complete general day-to-day duties of the communications team.