Greet and welcome all guests with a warm and engaging demeanor ensuring a seamless check-in and check-out experience.
Serve as the main point of contact for Russian-speaking 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.
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.
On-site
Front Office
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Required Experience:
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