Samantha L.

- Support and follow-up of trainees throughout the training period: satisfaction management, assistance in achieving set objectives up to certification.

- Coordination with trainers and training managers

- Sales management / administrative management

Daily analysis and presentations of quality indicators to the Executive Committee, weekly to various departments, quarterly to all staff (approx. 200 employees).

Meeting facilitation (Executive Committee and staff)

Development, implementation, and monitoring of quality standards and projects, with the Executive Committee.

Delivery of Service Culture training to all staff (approx. 200 employees), with the HR team.

Lead for the preparation and follow-up of the Quality Audit (once a year)

Competitive intelligence: performance and innovations.

Responses to customer feedback (at least ten per day via satisfaction survey, website, and TripAdvisor).

Organization and preparation of communication materials for internal meetings.

Organization of internal events.

Daily management and follow-up of customer complaints received directly, by phone, and email.

Operational in the hotel's various departments.

Member of the Green Committee: regular initiatives and actions, and raising awareness of sustainable development among employees and customers.

Management of the TGV AIR group offer: contract writing, offer development and monitoring.

Operational management of the TGV AIR product: assistance to airlines and stations.

Commercial monitoring: development of dashboards and statistical monitoring.

Internal communication: writing the monthly newsletter and articles in TGV Magazine.