Guest Service Agent (Russian)/ Nhân viên Dịch vụ khách tiếng Nga

• Under the guidance of the Assistant Front Office Manager, the Russian-Speaking Guest Service Agent is responsible for delivering efficient, courteous, and personalized service while ensuring smooth Front Office operations.
• He/She acts as the primary contact for Russian guests, assisting them with check-in/out, information sharing, complaint handling, and cultural communication.
• The agent must be fully familiar with Mövenpick’s Operational Standards Manual (OSM) and consistently apply these standards in daily operations.

2. Key Responsibilities

A. Planning & Organizing

• Review and update the daily Logbook; note special Russian guest arrivals, requests, and preferences.
• Check equipment at the Front Desk to ensure proper operation.
• Maintain impeccable grooming and a professional, friendly manner at all times.
• Participate in daily briefings and communicate shifts, VIP arrivals, group details, Russian markets, etc.
• Follow Accor & Mövenpick standards related to guest safety, health, and security.
• Stay updated on promotions, hotel facilities, and local attractions popular with Russian guests.

B. Operations

• Prepare for daily arrivals, especially Korean FITs, groups, families, and repeat guests.
• Handle check-in, check-out, room allocation, and special requests promptly and accurately.
• Serve as the primary communication bridge for Korean guests, explaining hotel facilities, benefits, promotions, and local recommendations in Russian.
• Update guest profiles and ensure accurate guest information in the system.
• Assist with cashiering, currency exchange, and settlement transactions.
• Respond to guest inquiries with warmth and efficiency, ensuring language clarity and cultural sensitivity.
• Support walk-in reservations and inquiries when required.
• Handle guest key issuance, message delivery, and information services professionally.
• Collaborate closely with Housekeeping, F&B, Engineering, Reservations, and Sales—especially for Russian corporate accounts or travel agencies.
• Attend briefings, take notes, and follow up on assigned actions.
• Maintain guest focus at all times—acknowledging every guest with eye contact and a smile.
• Ensure seamless handover between shifts.

C. Russian Market Support Responsibilities

• Provide translation and interpretation support for Russian guests when needed.
• Assist Sales & Marketing or Reservations in communicating Russian market expectations.
• Help prepare Russian-language materials (menus, instructions, hotel layouts) when assigned.
• Understand Russian guest travel patterns, cultural etiquette, and service expectations.
• Support Russian group arrivals and departures, ensuring smooth coordination.