Job Description

Front Desk Agent - Russian Speaker
Job Title: Front Desk Agent - Russian Speaker
Department: Front Office / Reception
Reports To: Front Office Manager / Assistant Manager
Position Summary
We are looking for a polished, professional, and bilingual Front Desk Agent who is fluent in both English and Russian. As the first and last point of contact for our guests, you will play a crucial role in creating a memorable and positive impression. You will be responsible for all aspects of the guest arrival and departure experience, ensuring seamless service and effectively communicating with our Russian-speaking clientele.
Key Responsibilities
A. Guest Service & Communication:

• Greet, check-in, and check-out guests in a warm, efficient, and courteous manner in both English and Russian.
• Act as a key communication link for Russian-speaking guests, providing information, answering questions, and handling requests in their native language.
• Provide detailed information about hotel services, facilities, and local attractions in both languages.
• Handle guest complaints and issues professionally, taking prompt action to resolve them to the guest's satisfaction.

B. Front Desk Operations:

• Process all guest check-ins and check-outs, verifying registration, payment, and identification.
• Manage room assignments and coordinate with the housekeeping department to ensure rooms are ready for arrival.
• Handle reservations, modifications, and cancellations via phone, email, and in-person.
• Operate the Property Management System (PMS) to update guest profiles, post charges, and manage the room inventory.
• Answer phone calls, direct calls appropriately, and take messages.

C. Administrative & Financial Duties:

• Maintain guest privacy and confidentiality, especially when handling sensitive information.
• Process cash, credit card, and foreign currency transactions accurately.
• Maintain a neat and organized front desk area.
• Assist with administrative tasks such as filing, photocopying, and handling guest mail/messages.

Qualifications & Skills

• Language Skills: Fluency in English and Russian (both verbal and written) is mandatory.
• Experience: Previous experience as a Front Desk Agent in a hotel is highly preferred. Experience in a customer-facing role is required.
• Technical Skills: Proficiency in hotel management software (PMS) and Microsoft Office Suite.
• Personal Attributes:
• Impeccable personal presentation and professional demeanor.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and a calm demeanor under pressure.
• High level of cultural awareness and sensitivity.
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Added Advantage: Knowledge of a third language (e.g., Arabic, French, German) would be a significant plus.

Skills Required