Guest Relations Intern

The Guest Relations Intern (M/F) plays a central role within our teams and assists different services at an operational level.

He/She ensures that the production standards and quality of Sofitel Brussels Europe are implemented and respected in different services to satisfy customers.

MISISIONS

• Represents with exemplary the Direction towards customers and different services;
• Ensures customer satisfaction through attentions promoted by different operation services;
• Communicates, anticipates, and coordinates with different services on daily activity: VIPs, regular customers, event banquet, commercial, and press, group…
• Verifies the allocation of welcome products and good application of loyalty programs: VIP, regular customers, direction…
• Organizes and follows up on customer stays in relation with different establishment services;
• Prepares VIP arrivals and transmits requests to concerned services;
• Verifies that all customer demands are satisfied efficiently;
• Ensures that customers receive personalized and no-wait service;
• Ensures that grooming, welcome, and service standards are respected by all;
• Conducts daily briefings and informs different services;
• Prepares personalized welcome messages to be placed in rooms;
• Aims to retain customers through attentive, rapid, and personalized service;
• Responds to customer complaints through active listening, coordination of different services, clear communication, and soothing message to the client on the solution provided to ensure their complete satisfaction;
• Puts in place necessary solutions, in agreement with direction, to address customer problems;
• Promotes Sofitel on other destinations to customers;
• Verifies customer invoices before departure;
• Assists different services according to operational needs;
• Supervises operations;
• Ensures cleanliness and organization of common areas of the establishment;
• Analyzes deductions and validates if necessary;
• Maintains close communication within client relations to create cohesion necessary for following up on files, team members, and different common requests;
• Verifies VIP rooms: cleanliness, welcome products, and special requests;
• Masters all security, emergency, and evacuation procedures of the company.