Guest Service Agent - Russian Speaking

Job description

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position: Guest Service Agent

Department : Front Office/ Guest Relations

Reports to : Guest Relations Manager

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PURPOSE OF POSITION

 

Handling all aspects of Guest service to maximize guest satisfaction.

 

KEY ROLES & RESPONSIBILITIES

·  Maintain exemplary department standards of behavior and appearance and attitude
·  Taking ownership of all requests coming directly from the guest or other colleagues/ manager regarding guests. Thorough follow up to be ensured to guarantee maximum guest satisfaction through guest recognition and prompt cordial attention
·  Coordinate with Concierge, Butler, Housekeeping and other departments regarding special guests’ requests and or preparations, as well as excursions
·  Promote Inter-Hotel sales and in-house facilities
·  Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
·  Is familiar with other Raffles properties so that resident indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
·  Ensure good communication throughout the departments about guests and meet guests during their stay and follow up on issues/ complaints
·  Handle guest complaints and refer to them as necessary, follow up on corrective action
·  Keeping track of guest feedback and actions taken
·  Send out pre-arrival emails and follow up on ongoing communication with guests and/ or travel agents
·  Check arrival reports for the following days, special requests etc. and take action if necessary
·  Look up all guest profiles and create VIP profiles
·  Amenity orders are to be done as part of the preparations for the next day’s arrivals
·  Ensure repeat guests and other VIPs receive special recognition and service prior arrival and during the stay
·  Ensure all arrivals are checked and proper knowledge of packages, special requests etc.
·  Inspect VIP rooms prior to arrival
·  Ensure all guest profiles are being updated during their stay with preferences, complaints etc.
·  Greeting guests upon arrival, check-in and give a resort introduction before introducing the person responsible for the rooming.
·  Meet guests upon departure and ensure that the residents depart the hotel with a positive impression of hotel service
·  Keep communication with guests even after departure and send emails/ letters for special occasions
·  Participate in regular briefings and operations meetings
·  Participate in training that one has been nominated for
·  Remain available for site visits
·  Ensure front desk work area is kept clean and in an orderly state at all times
·  Assist Guest Relations Manager to ensure departmental performance is productive
·  Perform related duties and special projects assigned

 

PERSONAL ATTRIBUTES

·  Strong written and verbal communication skills in English and preferably one other language
·  Able to develop rapport with and gain support from Colleagues and Management staff
·  Ability to work cohesively with co-workers as part of a team
·  Ability to focus attention on resident needs, remaining calm and courteous at all times
·  Ability to promote positive relations with all residents and patrons
·  Understanding and ability to work in a multi-cultural environment

 

EXPERIENCE

·  Minimum 2 years Front Office/ Guest Relations experience preferably in a four or five star hotel