The Guest Relations Agent is responsible for delivering exceptional personalized service to guests throughout their stay. This role acts as a key point of contact for VIPs repeat guests and international travelersparticularly Russian or German-speaking guestsensuring their needs are anticipated and fulfilled. The Guest Relations Agent enhances the overall guest experience by managing requests assisting with inquiries and maintaining strong communication with all departments.
- Provide a warm welcome and personalized service to guests upon arrival during their stay and at departure.
- Assist Russian and/or German-speaking guests with all inquiries requests and concerns.
- Handle pre-arrival preparations including coordinating amenities preferences and special requests.
- Escort guests to their rooms and provide detailed information about hotel facilities services and local attractions.
- Manage VIP and repeat guest lists ensuring consistent delivery of brand standards.
- Maintain strong coordination with Front Office Housekeeping Reservations Concierge and other departments to ensure seamless service.
- Follow up on guest feedback and resolve issues promptly escalating when necessary.
- Update guest profiles in the PMS to reflect preferences and stay history.
- Support in lobby presence to enhance guest engagement and improve service visibility.
- Assist with organizing guest activities celebrations and special occasions.
- Uphold grooming etiquette and communication standards at all times.
- Participate in shift briefings meetings and training sessions.
Qualifications :
- Diploma in Hospitality Management or related field preferred.
- Minimum 12 years of experience in Guest Relations Concierge or Front Office in a hotel.
- Fluency in English and Russian and/or German (writing and speaking).
- Strong communication interpersonal and problem-solving skills.
- Excellent grooming professional presence and guest engagement skills.
- Ability to multitask and work calmly under pressure.
- Familiarity with hotel PMS systems (e.g. Opera) is an advantage.
- Positive attitude attention to detail and commitment to service excellence.
- Flexibility to work various shifts weekends and public holidays.
Additional Information :
Our commitment to Diversity & Inclusion :
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment a warm and welcoming culture excellent working conditions and to promote the development of all people including those with disabilities.
When applying do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
Remote Work :
No
Employment Type :
Full-time
Key Skills Restaurant Experience,Customer Service,Hotel Experience,Taleo,Hospitality Experience,Cashiering,Food Safety Experience,Guest Relations Experience,Animal Handling,Front Desk,Guest Services,Phone Etiquette
Experience: years
Vacancy: 1