Operations Management Internship

Cheval Blanc recognizes and recruits all talents.

At LVMH Hotel Management headquarters, the Operations Department is responsible for guaranteeing the Customer Experience across our collection of houses, thanks to a system of brand guidelines (standards, procedures), day-to-day support and the orchestration of quality measurement.

The Operations Division also drives innovation in our services to ensure that each of our companies maintains its leadership position. In addition, it ensures that the work tools made available to the teams (software, hardware, knowledge) enable them to optimize efficiency in terms of productivity, precision and personalization.

To achieve this, daily work with the Training, Marketing and IT teams is essential to align priorities and resources.

You will assist the Operational Quality Manager and the Quality Manager.

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Missions

• Set up and adapt management tools for new homes
• Support department managers and general management in the creation of processes, tools and associated analyses.
• Create "guest facing" documents linked to the customer journey (customer correspondence, disclaimers, nature guides, activity portfolios, room directory, etc.).
• Help set up and report on operational tools (Seven Rooms, Concierge Organizer, Opera, Knowcross, etc.).
• Take part in various customer experience projects (sourcing of Operating Supplies & Equipment, renovation projects, customer journey innovations, etc.).
• Monitor, analyze and report periodically on quality KPIs (analysis of mystery-shopper reports by external auditors Leading Quality Assurance, NPS, Guest Satisfaction, etc.).
• Monitor and improve the customer experience portfolio
• Punctual support for customer feedback (e-reputation and surveys)

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Profile

Master 2 student specializing in hotel management or university equivalent

• Excellent command of English (C1 level expected) and French
• Mastery of the Office package, particularly Excel (pivot tables)
• Previous experience in Hosting departments (Front Office, Guest Relations) highly appreciated.
• Thoroughness, analytical mind, good writing skills, autonomy and ability to make proposals
• Excellent time management and organizational skills
• Team spirit and passion for the job

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