Quality Coordinator (Headquarters)

Relais & Châteaux constitutes an exceptional collection of 580 independent hotels and restaurants worldwide, united by strong values and driven by an unwavering commitment to excellence in hospitality.

Founded in France in 1954, the Association is now present in 65 countries and celebrates the art de vivre unique to each region. Driven by passionate hoteliers, chefs, and restaurateurs, each property cultivates a local connection by promoting cultural, gastronomic, and environmental heritage, and by collaborating with local artisans.

Many of these houses are family-owned, passing down their savoir-faire from generation to generation. Relais & Châteaux thus embodies a heritage conducive to unforgettable travel experiences, in harmony with the living world.

Within the team responsible for ensuring the quality of the Relais & Châteaux member establishment network, the Quality Coordinator's mission will be to participate in the proper management of the quality system and to steer the quality of the network under the direction of the department manager. Customer relationship management is also one of the main missions of this position.

MAIN MISSIONS

Participation in the proper management of the Quality system with the department manager

• Proofreading and sending inspection reports according to established procedures
• Continuous updating and improvement of quality monitoring tools (dashboards)
• Preparation of monthly KPIs for the Management
• Assistance in the preparation of files for the Quality commissions and the Board of Directors

Assistance in steering the quality of the R&C network with the department manager

• Organization of post-inspection follow-up calls with establishments requiring particular support, in partnership with the quality manager
• Participation in integration meetings for new Relais & Châteaux members

Management of customer feedback

• Responding to customer calls, mail, and emails, in collaboration with Relais & Châteaux members
• Coordinating and feeding information to the various departments concerned by customer comments (marketing and sales department, network department)
• Monitoring the dedicated customer relationship tool & updating the CRM
• Monthly analysis of customer feedback to be integrated into the KPIs

Organization of Member visits to headquarters

• Coordination with Relais & Châteaux Members for the organization of their visit to headquarters
• Scheduling appointments with the various headquarters departments
• Welcoming visiting members

Assistance in managing the Trophies sequence of the annual Congress Relais & Châteaux presents Trophies to some of its members every year.

• Launch of the 2027-2028 Trophies campaign and weekly follow-up
• Presentation of candidacies and organization of the final vote
• Coordination with the talents selected for their participation in the Relais & Châteaux 2027 Congress

• BTS / Licence professionnelle with a first experience in a similar role
• 2 to 3 years of experience in hospitality/tourism, including internships and work-study programs
• Fluent English is essential
• Excellent writing skills
• Excellent customer contact, empathy, telephone ease
• Mastery of the Office pack (Outlook, Word, Excel)
• Good organization
• Analytical skills and rigor
• Interpersonal skills
• Excellent presentation

Because you will be at the heart of what makes Relais & Châteaux's reputation and excellence: the customer experience. By joining our Quality team, you will discover the behind-the-scenes of an exceptional network and contribute to bringing to life the standards that distinguish our establishments throughout the world. As a true point of contact between Relais & Châteaux members, inspectors, and internal teams, you will evolve at the heart of our organization's "reactor," working on varied subjects mixing quality, customer satisfaction, brand image, and network support. This position offers a unique vision of our professions and constitutes an ideal opportunity for a curious person, passionate about hospitality and eager to contribute to creating memorable experiences for our customers.

Joining Relais & Châteaux means working for a brand committed to strong values and benefiting from a stimulating work environment, within an international network of excellence.

Our employees benefit notably from dedicated advantages, designed to promote well-being, loyalty, and inspiration. Among them, an exclusive internal program allows teams to discover the Relais & Châteaux collection and enrich themselves with unique experiences, as well as access to offers proposed by selected partners, related to art de vivre, well-being, and gastronomy.

Beyond the benefits, we offer a human, demanding, and caring work environment, conducive to professional and personal development.