Job Description

Job Summary:
The Guest Service Agent (Russian Speaking - Male) is responsible for providing exceptional service to guests, ensuring a smooth and welcoming experience from check-in to check-out. The role requires fluency in Russian and English (and/or other specified languages) to assist Russian-speaking guests effectively. The agent will handle reservations, guest inquiries, and complaints while maintaining a professional and hospitable demeanor.
Key Responsibilities:
1. Guest Services:

• Warmly welcome guests upon arrival and assist with check-in/check-out procedures.
• Provide detailed information about hotel facilities, services, and local attractions.
• Handle guest requests, complaints, and inquiries promptly and professionally.
• Ensure all guest interactions are conducted in a polite and efficient manner.

2. Communication & Language Support:

• Assist Russian-speaking guests with translations and personalized service.
• Answer phone calls and emails in Russian and English as required.
• Liaise with other departments to fulfill guest needs (housekeeping, concierge, F&B, etc.).

3. Reservations & Administrative Tasks:

• Process room bookings, modifications, and cancellations.
• Verify guest payments, issue invoices, and handle cash transactions securely.
• Maintain accurate guest records in the hotel's Property Management System (PMS).

4. Safety & Compliance:

• Follow hotel policies, safety procedures, and data privacy regulations.
• Report any suspicious activity or guest concerns to management.
• Ensure lost and found items are properly documented and stored.