Job Description/Specification:
We are seeking a customer-focused Guest Services Officer – Russian Speaker to provide exceptional service and personalized assistance to guests. The successful candidate will support Russian-speaking guests throughout their experience while ensuring professional, efficient, and welcoming service.
Key Responsibilities
- Welcome guests and provide professional assistance throughout their stay.
- Handle guest inquiries, requests, and concerns promptly and courteously.
- Provide personalized support to Russian-speaking guests.
- Coordinate with Front Office, Housekeeping, Reservations, and other departments to fulfill guest requests.
- Resolve guest concerns efficiently and escalate complex issues when required.
- Provide accurate information regarding hotel facilities, services, and local attractions.
- Maintain accurate guest information and update relevant systems.
- Support check-in, check-out, reservations, and other guest service activities as required.
- Maintain high standards of hospitality, professionalism, and guest confidentiality.
- Contribute to achieving guest satisfaction and service quality targets.
Qualifications & Experience
- Fluent in Russian and English, both written and spoken.
- Minimum 1–2 years of experience in guest services, hospitality, customer service, or a related role.
- Previous hotel or Front Office experience is preferred.
- Proficiency in Microsoft Office.
- Experience with Property Management Systems (PMS) or hospitality software is an advantage.
- Flexible to work shifts, weekends, and public holidays.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong customer service and guest relations abilities.
- Problem-solving and complaint-handling skills.
- Ability to multitask in a fast-paced environment.
- Professional appearance and positive attitude.
- Ability to work effectively within a multicultural team.