Guest Relations Officer- Female (Russian Speaker)

at  Mercure Hotel Suites Apartments

JOB OVERVIEW:

The Guest Relations Officer (GRO) is responsible for creating a welcoming, professional, and friendly environment for guests. They ensure that all guests have a memorable and positive experience by addressing inquiries, resolving concerns, and providing exceptional customer service.

QUALIFICATIONS AND SKILLS:

• Proven experience as a Guest Relations Officer or in a similar customer-facing role (e.g., Front Desk, Concierge).
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and ability to handle difficult situations calmly and professionally.
• Knowledge of hospitality industry standards and best practices.
• Proficient in using hotel management software and MS Office applications.
• Ability to work well under pressure and in a fast-paced environment.
• Positive attitude, professional appearance, and strong work ethic.
• Fluency in [language(s)] is preferred.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required; Bachelor’s degree in hospitality management or related field preferred.
• Previous experience in the hospitality industry is an advantage.
  Job Types: Full-time, Permanen

• Greet and welcome guests upon arrival, ensuring a positive first impression.
• Handle guest inquiries and provide accurate information about hotel services, amenities, and local attractions.
• Respond promptly to guest complaints or concerns, ensuring quick resolution and follow-up.
• Maintain a strong knowledge of hotel policies, procedures, and services to effectively assist guests.
• Coordinate with various hotel departments (e.g., housekeeping, food and beverage) to ensure guest needs are met.
• Assist in managing VIP guest relations, ensuring personalized service for high-profile clients.
• Conduct pre-arrival and post-departure guest communications to enhance the overall guest experience.
• Monitor guest satisfaction and provide feedback to management on areas for improvement.
• Maintain detailed records of guest interactions and concerns in the system for future reference.
• Assist with check-in/check-out procedures as needed.
• Provide recommendations for dining, entertainment, and other services within the local area.
• Ensure that all guest feedback is passed along to the relevant departments and is addressed accordingly.