About the role
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.
Requirements
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.
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