Guest Service Agent

Overview

Key Responsibilities

• Handle guest check-in and check-out procedures in accordance with hotel policies and standards.
• Manage reservations received via phone, email, and other communication channels.
• Ensure accurate completion and maintenance of guest registration records.
• Respond promptly and professionally to guest inquiries, requests, and special arrangements.
• Address guest concerns and complaints courteously, ensuring timely follow-up and resolution.
• Maintain a clean, organized, and welcoming Front Office and lobby environment.
• Conduct courtesy calls and proactively ensure guest satisfaction throughout their stay.
• Coordinate VIP arrivals, amenities, room preparations, and special guest services.
• Promote hotel facilities, dining venues, events, and membership programs to guests.
• Handle cash float transactions accurately and maintain strict confidentiality of guest information.
• Assist guests with all stay-related needs, including providing local area information and recommendations.
• Collaborate closely with other departments to ensure seamless guest experiences.

Requirements

• Previous experience in a 5-star hotel Front Office, Reception, Guest Relations, or Guest Service role is essential.
• Fluency in Russian and English is mandatory.
• Excellent communication, interpersonal, and customer service skills.
• Professional appearance, grooming, and a positive attitude.
• Strong organizational skills with the ability to multitask effectively.
• Ability to work efficiently under pressure in a fast-paced hospitality environment.
• Proficiency in hotel management systems and Microsoft Office applications is an advantage.
• Flexibility to work shifts, weekends, and public holidays.

Core Competencies

• Guest-focused service excellence.
• Strong problem-solving and conflict-resolution skills.
• Attention to detail and accuracy.
• Teamwork and collaboration.
• Professionalism and discretion.
• Cultural awareness and adaptability.

How to Apply