Guest Relation Agent

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Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

The Guest Relations Agent is responsible for delivering outstanding guest service experiences from check-in to check-out. This role acts as the primary point of contact for guests, ensuring their comfort, resolving any issues promptly, and providing personalized services that reflect the hotel's high standards.

Responsibilities

Greet and welcome guests upon arrival with a warm and professional demeanor.; Assist with check-in and check-out procedures efficiently and accurately.; Handle guest requests, inquiries, and complaints in a timely and courteous manner.; Provide information on hotel facilities, services, and local attractions.; Coordinate special guest requests (e.g., room preferences, special occasions, amenities).; Liaise with other departments (housekeeping, maintenance, F&B) to ensure guest satisfaction.; Maintain updated knowledge of hotel policies, promotions, and room availability.; Record guest feedback and contribute to improving guest satisfaction scores.; Anticipate guest needs and offer proactive assistance.; Promote hotel services, facilities, and upgrades when appropriate.

Requirements

Minimum 2 years of experience in a customer-facing role, preferably in hospitality or front office.; Excellent communication and interpersonal skills.; Friendly, empathetic, and service-oriented personality.; Proficient in using hotel management software and Microsoft Office.; Ability to multitask and remain calm under pressure.; Fluent in English and Russian language (additional languages are a plus).; Flexibility to work shifts, weekends, and holidays as needed.