The posting
Make your next big career move by applying as KMC Solutions’ next GUEST EXPERIENCE MANAGER!
Lartisien, former Grand Luxury Group is a travel and lifestyle company specializing in crafting high-end experiences. We do this through an exclusive Collection of the world’s absolute best hotels. The company was founded in 2007 in Paris by two brothers, Ivan, and Rouslan Lartisien, and 15 years later, we are an award-winning company and a benchmark in the world of luxury travel with offices in 8 countries, including the US, UK, France, UAE, Italy, Romania, Mauritius, and the Philippines.
Our market? Luxury travelers across the globe and some of the world’s biggest brands and fashion houses. Lartisien provides a comprehensive solution to their travel and event planning needs with 360° travel services: Hotel bookings, flight reservations, train transfers, cruises, experiences and so much more!
For recall, Lartisien is a Collection of 450 of the world’s most exceptional hotels, and for any stay booked through us, travelers enjoy a personal Guest Experience Manager to tend to their every need.
On top of your salary, here are the exciting benefits you can look forward to:
- Comprehensive health benefits
- Work flexibly from anywhere in over 20+ workspace locations
- Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- HMO + 2 Dependents upon hire
- Career Growth
The main responsibilities of a GUEST EXPERIENCE MANAGER include:
- The Guest Experience Manager is in charge of the guest portfolio, handling the member's stays, and providing them with exceptional & personalized service.
- Represent Lartisien providing exceptional service to high-end clients.
- Know the different hotels, that are offered through Lartisien, being an expert with the destinations.
- Know perfectly the services offered by Lartisien, its values/ advantages, and particularly the specific services provided by each hotel.
- Handling a portfolio of Classic, Privilege, or Connoisseur members:
- Bring more personalization for these specific clients, encouraging new ways of exchange. Going more into details.
- Set up a one-to-one appointment with their clients (video or phone calls). Have a real dedicated time for a conversation in order to identify the client’s needs, preferences must have & must do.
- Use the feedback of our most valued clients to enhance the whole quality of the product offering.
- Contact the Guest who has not been active during the last 12 months.
- Conclude the bookings and provide a personalized service to the guest:
- Verify and update client profiles (database: preferences, family…)
- Modify or cancel the reservations;
- Ascertain the availabilities with the hotels, either through GLH’s system or alternatively, by directly contacting the hotels;
- Verify the available benefits of members’ booking;
- Verify and answer the different requests of the clients (birthdays, anniversaries, special occasions…).
- Send an email 7 days before the arrival of the guest and provide all the details (flight, welcome note, amenities)
- Handle complaints and deal with pressure from demanding guests:
- Ensure to give the appropriate to the guest;
- Listen to the guest and find solutions information;
- Contact the hotel to guarantee a high level of service.
- Handle courtesy calls to ensure the guest is satisfied with the hotel and the services provided by Lartisien.
- Collaborate with Travel Experience Consultants to provide tailor-made experiences to the guest, with activities that fit with the client's preferences.
To apply for the role, you must have the following:
- Knowledge of reservations in luxury hospitality
- Excellent communication in French and English (both written and spoken)
- Excellent interpersonal skills with a sound sense of service in a demanding field of luxury hospitality
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
