• Respond promptly to client emails and portal requests in French and English regarding their concerns
• Handle inbound and outbound phone calls, prioritizing urgent and last-minute client needs across both French and English-speaking customers
• Assist customers with their needs, offering empathetic support and swift coordination
• Update and maintain accurate customer records to ensure seamless information flow and accessibility
• Resolve client concerns efficiently and professionally, ensuring swift troubleshooting and clear communication in both languages
• Build trusted relationships with customer accounts through proactive, friendly, and solution-oriented interactions
• Ensure complete customer satisfaction during every engagement, taking the extra mile to support and reassure clients
• Document all interactions and case updates, adhering to internal procedures, guidelines, and data privacy protocols
• Guest Communication: Handle after-hours inquiries (live chat, SMS, email, phone) for bookings, issues, and urgent requests.
• Coordination: Dispatch maintenance/housekeeping for emergencies (e.g., lockouts, repairs) and follow up.
• Reservation Support: Process payments, verify guest details, and manage check-in workflows
• Ad hoc tasks