Marie Natacha AZA

• Promptly addressed customer enquiries to resolve issues and attend to requests.
• Operate the telephone switchboard
• Operate the reception desk of the Centre
• Maintain a register of all visitors
• Greet and assist visitors by providing information to them to facilitate their contact with officers of the Centre
• Control access to offices of the Centre
• Take messages from outside callers and transmit same to officers concerned
• Updated phone directory to maintain accurate information.

currently on Probation as Clerk/ Word Processing Operator

• Perform clerical and word processing duties including, inter-alia, - (a) the preparation, scrutiny and processing of documents, records, data entry, etc.; (b) registry work; (c) simple finance, human resources and stores duties under supervision; and (d) drafting replies to simple correspondence
• Type and collate letters/documents
• Perform Word Processing duties and simple computer/data processing work
• Maintain files of correspondence, forms, reports and other materials
• Receive, sort and process mail and to prepare materials for mailing
• Photocopy reports and other documents and operate standard office machines, e-mail services and carry out secretarial duties as and when required
• Carry out simple research work in connection with official documents

• Customer Relationship Management / Hotel Booking:
• Product / service consulting and sales by phone or face to face
• Customer follow-up (launch of offers, regular customer calls, reservation, follow-up during stays)
• Conflict Management (Dissatisfied Customers, Corrective Actions, Offsets)
• Follow-up of figures (occupancy rate, income rate, satisfaction rate, ...)
• Team management Recruitment, Training, Performance Monitoring, Human Resource Management Follow-up of the standards imposed by the management (communication protocol: telephone writing, oral) Ability to work in groups, or independent Dynamic, motivated, and loving challenges and professional challenges, Make reservations by phone, email or website
• Provide and provide impeccable service experiences to high-end and professional customers
• Analyze customer feedback and provide strategic direction to continually improve the overall rating
• Meet the needs of customers and anticipate those who are not.

• Degrees South (5 stars, 36 rooms, Make reservations by phone, fax, email or internet:
• Inform the customers about the conditions of stay, formalities, prices and availabilities according to the quality charter and commercial policy of the establishment;
• Propose a response tailored to the needs of the client, taking into account the possibilities of the institution;
• Prepare and communicate the arrivals list to the Front Office;
• Ensure rigorous follow-up of reservations, verification of rates / promotions etc;
• Perform administrative tasks (booking, planning, email processing, ...)
• In charge of reservations at OTA level and Web Bookings

• For 3 Sales Representatives - Corporate Team
• Advice, First Customer Contact for Technical Issues, Mails, Follow Up
• Redirection of major problems to other services, Customer Service-Mail Order)

• Management of 2 people
• Management of the room reservation service, Advice, First customer contact
• Online booking, Mail, telephone, tour operator

• Multi hotel booking, multi service, organization transfer, excursion
• Management of services for hotel customers, without final customer relations
• Quote reservation of rooms, transfers, excursions

• Management of 12 people
• Recruitment, training, team monitoring
• Customer management, Online, Offline, Hotel reception
• Conflict Management, Customer Focus (Advice, Issues, Negotiations)
• Claims management, and implementation of corrective actions
• Performance monitoring, Protocol monitoring of the Sofitel group
• Scheduling management, Leave management

• Management of 20 people (Mauritians and Germans)
• Management of two Customer Services; France and Germany for a Swiss group
• Training, staff supervision, recruitment, implementation of the Protocol
• Management of the software database (products, stock, orders, logistics, delivery, statistics)
• Customer and order tracking, 5 stars, 293 rooms), TAJ EXOTICA (5-star luxury, 60 villas), ROYAL PALM (5-star luxury, 84 suites), LABOURDONNAIS WATERFRONT HOTEL (5-star Business, 109 rooms)
• Customer relationship, customer reception, reception, telephone, cashier, concierge
• Continuous training customer relations
• Yield Management, 3 weeks 2012 (Maritim Hotel)
• Maximizes revenue, sales training (marketing services rooms, restaurant, spa, ...)
• KEYS of Luxury Experience, 3 weeks 2010 (Sofitel Hotel)
• Customer relationship, Conflict management, Luxury service, Protocol
• SPIRIT and ART Hospitality, 2 weeks 2006 (Hotel Taj Exotica)
• Customer relationship, Hospitality, Personalized service, The spirit "luxury service"