About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, helping the world’s best brands deliver exceptional experiences. We specialize in enhancing customer interactions across various industries, including a strong focus on the hospitality sector. Join our dynamic team in Sainte-Foy and become part of a company that values innovation, diversity, and professional growth.
Job Description
We are seeking a dedicated and enthusiastic Guest Relations Associate to join our team, focusing on providing outstanding support to our hospitality clients. In this role, you will be the first point of contact for guests, ensuring their queries are resolved efficiently and their overall experience is positive and memorable. You will manage inquiries, assist with bookings, resolve issues, and provide comprehensive information about services and local attractions. This position requires a strong commitment to guest satisfaction and the ability to maintain a professional and courteous demeanor in a fast-paced environment.
Key Responsibilities
- Serve as the primary point of contact for guest inquiries via phone, email, and chat, delivering prompt and accurate information.
- Assist guests with reservations, modifications, and cancellations, ensuring accuracy and adherence to client policies.
- Proactively identify and resolve guest issues and complaints with empathy and efficiency, escalating complex cases when necessary.
- Provide detailed information regarding client services, amenities, local attractions, and transportation options.
- Maintain accurate records of guest interactions and transactions in the customer relationship management (CRM) system.
- Collaborate with internal teams and client contacts to ensure seamless service delivery and guest satisfaction.
- Adhere to all company and client-specific policies and procedures, including data privacy and security guidelines.
- Contribute to a positive team environment by sharing best practices and supporting colleagues.
Required Skills
- Exceptional verbal and written communication skills in both English and French (bilingualism is mandatory for this location).
- Proven ability to deliver outstanding customer service and maintain a positive attitude under pressure.
- Strong problem-solving and de-escalation skills with a focus on guest satisfaction.
- Proficiency in using computer systems and basic office software.
- Ability to multitask, prioritize, and manage time effectively.
- High level of empathy and interpersonal skills.
Preferred Qualifications
- Minimum of 1 year of experience in a customer service or guest relations role, preferably within the hospitality industry.
- Familiarity with CRM software or booking systems.
- Additional language proficiency (e.g., Spanish, Mandarin) is an asset.
- Post-secondary education in hospitality, tourism, or a related field.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Opportunities for professional development and career advancement within a global company.
- Employee assistance program (EAP).
- Dynamic and inclusive work environment.
- Access to a variety of employee discounts.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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