Guest Relations Agent - Russian Speaker

Main Responsibilities:

• Greet and welcome all guests with a warm and engaging demeanor.
• Serve as the main point of contact for guests, assisting with all inquiries and requests.
• Anticipate guest needs and handle guest complaints with diplomacy and efficiency.
• Coordinate with all departments to ensure guest preferences and expectations are met.
• Promote hotel services, facilities, and upsell room categories and experiences.
• Handle VIP arrivals and ensure their stay exceeds expectations.
• Maintain updated guest profiles and preferences in the PMS.
• Provide personalized recommendations for local attractions, dining, and events.
• Maintain a strong presence in the lobby and public areas to assist guests proactively.
• Prepare and coordinate in-room amenities, ensuring timely and accurate delivery for VIPs, special occasions, and guest preferences.

Candidate Requirements:

• Previous experience in guest relations, front office, or a similar customer-facing role in a 5-star hotel.
• Fluent in Russian and English (both written and spoken); additional languages are a plus.
• Impeccable grooming and professional appearance.
• Strong communication and interpersonal skills with a guest-first mindset.
• Familiarity with hotel software systems (Opera, PMS, CRM tools) is preferred.
• Ability to work flexible hours, including weekends and holidays.
• High level of cultural awareness and sensitivity.