The Russian Guest Relations Agent is responsible for providing personalized and high-quality service to Russian-speaking guests, ensuring a warm welcome and smooth experience throughout their stay. This role serves as a bridge between guests and all departments of the resort, with a strong focus on cultural sensitivity, guest satisfaction, and problem-solving.
Key Responsibilities:
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Welcome and assist Russian-speaking guests upon arrival and throughout their stay.
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Ensure smooth check-in/check-out process for Russian-speaking guests.
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Provide accurate information about hotel facilities, services, and local attractions in Russian and English.
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Respond promptly and effectively to guest inquiries, requests, or concerns, ensuring prompt follow-up and resolution.
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Maintain regular contact with VIP guests and handle special requests or arrangements.
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Coordinate with other departments (Housekeeping, F&B, Spa, etc.) to ensure guest needs are met.
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Translate written materials or communication when necessary (e.g., menus, guest letters, notices).
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Assist in managing guest feedback and ensure guest complaints are logged and followed up appropriately.
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Promote resort activities, promotions, and loyalty programs to guests.
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Support Front Office and Concierge team during peak hours.