{"id":47891,"date":"2020-01-08T11:07:06","date_gmt":"2020-01-08T11:07:06","guid":{"rendered":"https:\/\/resources.workable.com\/?p=47891"},"modified":"2020-02-06T13:19:14","modified_gmt":"2020-02-06T13:19:14","slug":"descriptif-de-poste-responsable-des-relations-clients-f-h-autre","status":"publish","type":"post","link":"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste","title":{"rendered":"Descriptif de poste: Responsable des relations clients&nbsp;(f\/h\/autre)"},"content":{"rendered":"<p>Ce mod\u00e8le de fiche de poste de Responsable des relations clients H\/F a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne. Personnalisez-le en y int\u00e9grant les principales t\u00e2ches et responsabilit\u00e9s pour votre h\u00f4tel ou votre soci\u00e9t\u00e9 h\u00f4teli\u00e8re. Postes similaires\u00a0: Responsable de service client, Responsable des relations clients dans le domaine des services d&rsquo;accueil, Cadre \u00e0 l&rsquo;accueil, Responsable front office et Agent relations clients.<\/p>\n<h2>Les responsabilit\u00e9s du responsable des relations clients incluent:<\/h2>\n<ul>\n<li>Assurer et offrir des exp\u00e9riences de service client impeccables, professionnelles et haut de gamme<\/li>\n<li>Analyser les retours des clients et donner une orientation strat\u00e9gique pour am\u00e9liorer constamment la note globale<\/li>\n<li>R\u00e9pondre aux besoins des clients et anticiper leurs besoins tacites<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-3944 aligncenter\" src=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations-640x230.jpg\" alt=\"descriptif du poste de responsable des relations clients\" width=\"640\" height=\"230\" srcset=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations.jpg 640w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations-200x72.jpg 200w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations-560x201.jpg 560w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ce mod\u00e8le de fiche de poste de Responsable des relations clients H\/F a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne. Personnalisez-le en y int\u00e9grant les principales t\u00e2ches et responsabilit\u00e9s pour votre h\u00f4tel ou votre soci\u00e9t\u00e9 h\u00f4teli\u00e8re. Postes similaires\u00a0: Responsable de service client, Responsable des relations [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[1041,1266],"tags":[1264],"class_list":["post-47891","post","type-post","status-publish","format-standard","hentry","category-descriptifs-de-postes","category-descriptifs-de-postes-dans-le-domaine-des-services-daccueil","tag-sample-hospitality-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mod\u00e8le de fiche de poste de responsable des relations clients | Workable<\/title>\n<meta name=\"description\" content=\"Ce mod\u00e8le de fiche de poste de responsable des relations clients a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&#039;annonces ou des pages d&#039;emploi en ligne. Il peut facilement \u00eatre personnalis\u00e9 selon vos besoins\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Descriptif de poste: Responsable des relations clients (f\/h\/autre)\" \/>\n<meta property=\"og:description\" content=\"Ce mod\u00e8le de fiche de poste de responsable des relations clients a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&#039;annonces ou des pages d&#039;emploi en ligne. Il peut facilement \u00eatre personnalis\u00e9 selon vos besoins\" \/>\n<meta property=\"og:url\" content=\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste\" \/>\n<meta property=\"og:site_name\" content=\"Recruiting Resources: How to Recruit and Hire Better\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/business.facebook.com\/workable\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-01-08T11:07:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-02-06T13:19:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations-640x230.jpg\" \/>\n<meta name=\"author\" content=\"Eleni Kourmentza\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@workable\" \/>\n<meta name=\"twitter:site\" content=\"@workable\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eleni Kourmentza\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste#article\",\"isPartOf\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste\"},\"author\":{\"name\":\"Eleni Kourmentza\",\"@id\":\"https:\/\/resources.workable.com\/fr\/#\/schema\/person\/246aec99718ddcb172f71f699e088a88\"},\"headline\":\"Descriptif de poste: Responsable des relations clients&nbsp;(f\/h\/autre)\",\"datePublished\":\"2020-01-08T11:07:06+00:00\",\"dateModified\":\"2020-02-06T13:19:14+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste\"},\"wordCount\":146,\"publisher\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste#primaryimage\"},\"thumbnailUrl\":\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations-640x230.jpg\",\"keywords\":[\"sample-hospitality\"],\"articleSection\":[\"Descriptifs de postes\",\"Descriptifs de postes dans le domaine des services d'accueil\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste\",\"url\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste\",\"name\":\"Mod\u00e8le de fiche de poste de responsable des relations clients | Workable\",\"isPartOf\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste#primaryimage\"},\"image\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/responsable-des-relations-clients-descriptif-de-poste#primaryimage\"},\"thumbnailUrl\":\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/08\/guest-relations-640x230.jpg\",\"datePublished\":\"2020-01-08T11:07:06+00:00\",\"dateModified\":\"2020-02-06T13:19:14+00:00\",\"description\":\"Ce mod\u00e8le de fiche de poste de responsable des relations clients a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d'annonces ou des pages d'emploi en ligne. 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Vous vous assurerez \u00e9galement que notre personnel de r\u00e9ception, notamment nos r\u00e9ceptionnistes et <\/span><a href=\"https:\/\/resources.workable.com\/hotel-concierge-job-description\"><span style=\"font-weight: 400;\">concierges<\/span><\/a><span style=\"font-weight: 400;\">, offre un service client exceptionnel et une exp\u00e9rience inoubliable des services d'accueil \u00e0 nos clients. \u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Si vous avez de l'exp\u00e9rience des services d'accueil et connaissez bien les proc\u00e9dures h\u00f4teli\u00e8res, comme les r\u00e9servations, la collecte et le stockage des bagages, les processus d'arriv\u00e9e\/de d\u00e9part, nous aimerions vous rencontrer. Notre candidat(e) id\u00e9al(e) aura le sens de la communication, et la capacit\u00e9 \u00e0 r\u00e9soudre les probl\u00e8mes de mani\u00e8re efficace et ponctuelle. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">Enfin, vous g\u00e9rerez les services clients et l'image de notre h\u00f4tel en r\u00e9pondant aux demandes des clients et en vous assurant que nos visiteurs soient satisfaits.<\/span>","requirements":"<ul>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Exp\u00e9rience professionnelle av\u00e9r\u00e9e comme responsable des relations clients, Directeur d'h\u00f4tel ou un poste similaire<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Connaissance des meilleures pratiques en gestion h\u00f4teli\u00e8re et des lois en vigueur<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Exp\u00e9rience pratique des logiciels de gestion h\u00f4teli\u00e8re (PMS)<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Bonne connaissance de l'anglais\u00a0; la connaissance d'autres langues serait un plus<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Orientation service client avec excellentes capacit\u00e9s de communication et d'\u00e9coute active<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Excellente capacit\u00e9 \u00e0 r\u00e9soudre les probl\u00e8mes et \u00e0 effectuer des t\u00e2ches multiples<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capacit\u00e9s de leadership et de motivation d'\u00e9quipe pour obtenir d'excellentes performances<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capacit\u00e9 \u00e0 travailler selon des horaires flexibles<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Grand sens des responsabilit\u00e9s et pr\u00e9sentation professionnelle<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Licence en gestion h\u00f4teli\u00e8re, tourisme, gestion des entreprises ou autre domaine pertinent<\/span><\/li>\r\n<\/ul>","responsibilities":"<ul>\r\n \t<li>Fournir une exp\u00e9rience de service client haut de gamme tout au long du s\u00e9jour des clients<\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">S'assurer que les clients sont bien accueillis \u00e0 leur arriv\u00e9e<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Contr\u00f4ler les r\u00e9servations au quotidien et veiller \u00e0 ce que les chambres sont pr\u00e9par\u00e9es avant l'arriv\u00e9e des clients <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Coordonner la collecte et le stockage des bagages<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Observer les proc\u00e9dures d'enregistrement et de d\u00e9part, dont les r\u00e9servations et transactions financi\u00e8res<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Traiter rapidement les demandes des clients, comme la restauration en chambre<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00c9couter rapidement et r\u00e9soudre les r\u00e9clamations<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">S'assurer que les clients sp\u00e9ciaux, comme les personnes en situation de handicap, les personnes \u00e2g\u00e9es, les enfants et les VIP, re\u00e7oivent des services personnalis\u00e9s<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Coordonner et g\u00e9rer les communications entre les clients et le personnel, et r\u00e9aliser un suivi pour nous assurer que nous avons r\u00e9solu les probl\u00e8mes des clients <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Informer les clients des services de notre h\u00f4tel, y compris les options de petit-d\u00e9jeuner et de restauration <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Promouvoir tous les \u00e9quipements, am\u00e9nagements et programmes propos\u00e9s par l'h\u00f4tel<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Diriger l'\u00e9quipe de relations clients (y compris les r\u00e9ceptionnistes et concierges) pour assurer que nous respectons toutes les normes et proc\u00e9dures d'op\u00e9ration<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00c9valuer le travail de l'\u00e9quipe et fournir des rapports r\u00e9guliers<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Faire la liaison avec les <\/span><a href=\"https:\/\/resources.workable.com\/housekeeper-job-description\"><span style=\"font-weight: 400;\">femmes de chambre<\/span><\/a><span style=\"font-weight: 400;\"> et le <\/span><a href=\"https:\/\/resources.workable.com\/wait-staff-job-description\"><span style=\"font-weight: 400;\">personnel de service<\/span><\/a><span style=\"font-weight: 400;\"> pour fournir une exp\u00e9rience client confortable en g\u00e9n\u00e9ral<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Examiner les t\u00e2ches quotidiennes, r\u00e9partir les t\u00e2ches et v\u00e9rifier la progression <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Analyser les retours clients dans le livre d'or et les avis en ligne, et proposer des moyens d'am\u00e9liorer les notations<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Recommander des adresses locales, notamment des restaurants, boutiques et sites touristiques<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00c9tablir des relations amicales avec les clients r\u00e9guliers<\/span><\/li>\r\n<\/ul>","see_more":"<h2>Ressources suppl\u00e9mentaires\u00a0:<\/h2>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Voir nos descriptifs de poste pour des r\u00f4les similaires\u00a0:<\/span>\r\n<ul>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/hotel-manager-job-description\"><span style=\"font-weight: 400;\">Directeur d'h\u00f4tel H\/F<\/span><\/a><\/li>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/front-office-manager-job-description\"><span style=\"font-weight: 400;\">Responsable front office H\/F<\/span><\/a><\/li>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/hotel-concierge-job-description\"><span style=\"font-weight: 400;\">Concierge d'h\u00f4tel H\/F<\/span><\/a><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>"},"_links":{"self":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/47891","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/comments?post=47891"}],"version-history":[{"count":0,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/47891\/revisions"}],"wp:attachment":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/media?parent=47891"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/categories?post=47891"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/tags?post=47891"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}