Guest Relations Agent

·        Greet guests upon arrival and departure, creating a warm and welcoming atmosphere.

·        Assist guests with check-in and check-out processes, ensuring accuracy of reservations and guest information.

·        Handle guest inquiries, complaints, and special requests promptly and professionally.

·        Maintain positive relationships with guests throughout their stay, anticipating and fulfilling their needs.

·        Provide personalized recommendations and information about hotel facilities, services, and local attractions.

·        Ensure that VIP guests and loyalty program members receive special attention and privileges.

·        Arrange special amenities, requests, or surprises to enhance the guest experience.

·        Listen attentively to guest concerns and issues, working to resolve them promptly and effectively.

·        Collaborate with relevant departments to address guest complaints and ensure appropriate follow-up.

·        Ensure guest feedback is documented and utilized to improve service quality.

·        Coordinate special events, celebrations, and arrangements requested by guests.

·        Assist with event planning, ensuring all details are executed flawlessly.

·        Act as a liaison between guests and various hotel departments, facilitating smooth communication and coordination.

·        Provide relevant information to guests about hotel events, services, and promotions.

·        Engage with guests during their stay, building rapport and fostering a sense of loyalty.

·        Conduct regular guest satisfaction checks and surveys to gather feedback and insights

·        Bachelor’s degree in hospitality management or related field preferred.

·        Proven experience in a guest service or guest relations role within the hospitality industry.

·        Exceptional communication, interpersonal, and problem-solving skills.

·        Strong attention to detail and organizational abilities.

·        Ability to multitask and work effectively in a fast-paced environment.

·        Proficiency in using hotel management software and reservation systems.

·        Customer-focused mindset and a genuine passion for providing outstanding guest experiences.

·        Flexibility to work shifts, including weekends and holidays.

·        Knowledge of local attractions, restaurants, and services is a plus.

·        Fluent proficiency in both Russian and English languages