Job Description

Position Summary
We are seeking a polished, proactive, and guest-oriented Guest Service Agent to be the welcoming face of our hotel. In this pivotal role, you will be responsible for ensuring a seamless and exceptional experience for our guests from check-in to check-out. A key requirement for this position is proficiency in Russian to effectively cater to our significant Russian-speaking clientele, making them feel truly at home.
Key Responsibilities
Guest Services & Operations:

• Greet guests upon arrival and departure with a warm, professional, and sincere demeanor.
• Perform all check-in and check-out procedures efficiently, including verification of guest IDs, assignment of rooms, and processing of payments.
• Handle all guest inquiries, requests, and complaints promptly and effectively, finding solutions that exceed expectations.
• Provide comprehensive information about hotel facilities, services, room features, and local attractions.
• Answer phone calls in a courteous and professional manner, directing calls and taking messages as needed.
• Maintain a thorough knowledge of room rates, packages, promotions, and loyalty programs.

Russian Language Support:

• Serve as the primary point of contact for Russian-speaking guests, providing seamless communication and a personalized experience.
• Translate materials or conversations as needed to facilitate clear understanding and superior service.
• Assist other departments with Russian language interpretation to ensure service standards are met across the hotel.

Administrative Duties:

• Manage guest reservations, modifications, and cancellations using the hotel's Property Management System (e.g., Opera, Fidelio).
• Maintain accurate guest records and accounts.
• Handle cash and credit card transactions with integrity and accuracy, balancing the cash drawer at the end of each shift.
• Coordinate with Housekeeping and Maintenance departments to ensure room status is updated and guest requests are fulfilled.

Qualifications & Experience

• Essential: Fluency in English and Russian (both verbal and written) is required.
• Previous experience in a front-facing customer service role, preferably within a hotel or luxury retail environment.
• Proficiency with computers and hotel management software (PMS) is a strong advantage.
• High school diploma or equivalent; a degree or diploma in Hospitality Management is a plus.

Required Skills & Attributes

• Exceptional Customer Service: A genuine passion for serving others and creating memorable guest experiences.
• Superb Communication: Outstanding interpersonal and communication skills to interact effectively with guests and team members from diverse backgrounds.
• Professional Demeanor: Impeccable personal presentation and a calm, courteous attitude under pressure.
• Problem-Solver: Ability to think quickly on your feet and resolve issues effectively and diplomatically.
• Team Player: Collaborative spirit with a willingness to support colleagues in all departments.
• Organizational Skills: Strong attention to detail and the ability to multitask in a fast-paced environment.
• Flexibility: Availability to work shifts, including weekends, holidays, and nights.

What We Offer

• A competitive salary and benefits package.
• Comprehensive training and opportunities for professional development.
• A dynamic and supportive work environment in a prestigious hotel.

Skills Required