Mô Tả Công Việc
1. The Role
- 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.
Yêu Cầu Công Việc
- Diploma in Hospitality, Tourism, Business, or related fields.
- Prior experience in Front Office or Guest Service is preferred.
- Experience serving Russian guests or working in Russian markets is an advantage.
- Fluent in Russian (speaking, reading, writing).
- Good command of English.
Hình thức
Quyền Lợi
- Employee benefit card offering discounted rates at Accor hotels worldwide.
- Develop your talent through Accor’s learning programs.
- Opportunity to grow within your property and across the world.
- Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.
- Competitive salary and service charge based on experience and ability.
- Top-tier service charge and 100% salary during the probation period.
- Offer accommodation and meals for candidates from other provinces.
- Shuttle bus for candidates in Nha Trang and fuel allowance for those in Cam Ranh and Cam Lam.
- 24/7 insurance coverage from the first day of probation.
- Full benefits under labor laws.
Mức lương
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