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Job Snapshot

Employee Type - Full-Time EmployeeExperience - Not SpecifiedIndustries - Management

Description

Luxury Retreats, membre de la famille Airbnb, est un leader dans la location de villas de luxe. Notre quipe avec plus de 400 experts qui commercialisent un portefeuille de plus de 4000 proprits uniques un vaste rseau de voyageurs. Avec plus de 18 ans d'exprience dans l'industrie, nous sommes passionns par tout ce qui touche le voyage et l'hospitalit.

Quel est le rle dun(e) spcialiste exprience client chez Luxury Retreats? Nos spcialistes 24/7 ce sont les vrais superhros de la compagnie. Quand nos clients ont des questions, nous cherchons des rponses et trouvons des solutions! En faisant partie de ce groupe de spcialistes, votre mandat est de nous aider servir nos clients 24/7, en prenant linitiative dassigner, distribuer, assurer et communiquer avec nos invits chaque besoin et demande.

Nous trouvons pas seulement des solutions aux problmes, nous anticipons le problme et les besoins des invits avant mme quils sen rendent compte, en utilisant toutes sortes doutils afin de sassurer que leur sjour se droule sans aucun souci. En matrisant toutes les offres et procdures de Luxury Retreats, nos 24/7 spcialistes connaissent tout, voient tout, et ont la cl pour offrir une exprience inoubliable.

Soirs, fins de semaine et nuits requis

Vous pensez que vous avez ce qu'il faut? Voici ce que vous aurez besoin de fournir:

  • Communiquer avec les voyageurs avant leurs dates de voyage par email et par tlphone avec lobjectif de planifier de faon optimale leur arrive et leur exprience;
  • tablir des itinraires personnaliss avant larrive des voyageurs, faire des recommandations pour des activits et services pour les clients sur place;
  • Anticiper les besoins des clients voyageant principalement de lAmrique du Nord pour que leur exprience dpasse leurs attentes;
  • Maximiser les rsultats de satisfaction de la clientle et les revenus de commission relis aux services de conciergerie;
  • Rpondre rapidement aux demandes des clients durant leur sjour, ex: rservations de restaurant, transport, etc.
  • Recueillir information cl sur les prfrences du client afin de crer un profil personnalis
  • Crer une exprience client exceptionnelle lors de chaque contact (tlphone, courriel, dialogues crits en direct, rseaux sociaux) lorsque vous rpondez aux demandes de voyages des clients directs
  • Rpondre aux requtes lies aux Villas et aux destinations afin didentifier les potentielles ventes
  • Assurer la liaison/communication des requtes notre quipe de ventes et service, cduler les retours dappels pour assurer le plus haut niveau de la satisfaction des clients;
  • Coordonner et faire le suivi des incidents clients auprs des agents LRI, (Interne et Externe)
  • Soutenir l'quipe daccueil en coordonnant les inspections des villas et en rsolvant tous les problmes potentiels avant l'arrive des clients
  • Confirmer les services rservs avec nos fournisseurs avant larrive des clients au besoin
  • Coordonner et informer les diffrents fournisseurs lors des changements litinraire des clients
  • Rencontrer et / ou dpasser les objectifs , tout en maintenant le plus haut niveau au service la clientle
  • Encadrer la fin du sjour et le dpart des clients et assurer que leur exprience atteint ou dpasse les normes de Luxury Retreats;

Qui vous tes et ce que vous avez accompli:

  • 5 ans et plus dexprience en service la clientle; De solides antcdents en conciergerie dans lindustrie htelire/de voyage/dhospitalit de luxe, est prfrable;
  • Excellentes comptences en communication orale et verbale et de ngociation en franais, anglais et dautres langues
  • Flexibilit des horaires de travail pour accommoder les besoins de la clientle, surtout pendant la haute saison de voyage;
  • Comptences informatiques leves, Familiaris avec (les systmes de gestion clients, Microsoft Office, Salesforce) et capacit de matriser rapidement de nouveaux systmes et outils informatiques.
  • Dbrouillardise, trs bonne organisation et indpendance.
  • Sens de l'initiative et capacit travailler seul efficacement et avec un minimum de supervision;
  • Faire preuve de proactivit et prendre des dcisions rapidement



Luxury Retreats, now a part of the Airbnb family, is a leading luxury vacation rental company. Our team of 400+ experts market a global portfolio of over 4,000 unique properties to a broad and deep network of affluent travelers. With over 18 years of experience, we are passionate about all things travel and hospitality.

What is it like to be a 24seven Specialist at Luxury Retreats? Our 24seven Specialists are the true superheroes of the company. When our guests have questions, we track down answers and find solutions! As part of this specialty squadron, our mandate is to help us serve our guests 24/7, taking initiative to assign, distribute, escalate, or follow-up on our guests every need and desire.

Not only are we problem solvers, we anticipate problems and needs before guests even know they have them, using all kinds of amazing tools to ensure their vacations run without a glitch. Masters of all Luxury Retreats offers and processes, our 24seven Specialists know all, see all, and hold the key to the ultimate Guest Experience.

Evenings, Weekends + Overnights required

Think you have what it takes? Here is what you will need to deliver:

  • Interface with guests via email, chat, and phone with the objective of ensuring an excellent guest experience;
  • Answer to our guests requests and questions as well as build custom travel itineraries prior to guest arrival, making recommendations and setting up on-site activities & services for guests;
  • Anticipate the needs of guests so that their experience exceeds expectations;
  • Maximize guest satisfaction scores and concierge services commission revenue;
  • Respond to any requests during the guests stay, i.e.: restaurant reservations, transportation, etc.;
  • Gather key information about our guests to establish accurate profiles;
  • Greet our guests by phone, email, chat and social media tools to answer their requests and questions about our product and service;
  • Answer destination and villa-related queries to identify potential sales leads;
  • Assign requests to the proper sales/concierge agent, schedule a Guest Call Back and follow-up with agent to ensure guest satisfaction;
  • Escalate any requiring guest-related issues to the proper LRI contact (internal or external);
  • Support the Home Experience team by coordinating villa inspection and solve any home issues prior to guests arrival at their villa;
  • Confirm guests booked services with supplier prior to guest arrival when needed;
  • Act when our guests are experiencing travel delays, informing driver, car rental company, villa owner, key holder, or any other impacted service providers;
  • Interface with various suppliers prior to guests travel with the objective of ensuring a smooth, stress-free arrival;
  • Complete accurate and timely scheduling and dispatching of tasks to ensure our a flawless guest experience;
  • Meet and/or exceed goals while maintaining an exceptionally high level of customer service;

Who you are and what youve accomplished:

  • 5 years+ of service industry experience; travel industry-specific experience is a strong asset preferably in Concierge services;
  • Proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up and ultimate delivery on commitments;
  • Excellent oral and written communication skills in English; French and other languages;
  • Flexible work hours to accommodate guests especially during peak seasons;
  • Strong computer proficiency and strength with MS office tools is required;
  • A proactive attitude and the ability to act quickly and decisively.
  • Advanced computer skills, familiarity with common software (i.e. customer relationships management systems, Microsoft Office, Salesforce) and the ability to quickly master new systems and tools.



Before submitting your application please review the points below:
  • Please click here to read the Airbnb Candidate Data Privacy Notice.
  • This Privacy Notice is not a contract, express or implied and it does not set terms or conditions of employment.
 
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