Guest Service Agent (Russian Speaker)

Position

Job Title: Guest Service Agent (Long Term)
Department: Long Term
Reports To: Long Term Supervisor / Long Term Duty Manager
Location: Mercure Hotel Suites & Apartments, Barsha Heights, Dubai

Job Purpose

To provide warm, professional, and efficient service to all guests throughout their stay, ensuring a smooth check-in and check-out experience while handling guest requests, inquiries, and concerns in accordance with hotel standards and Accor service values.

Key Responsibilities

Guest Service

• Welcome and acknowledge guests in a friendly, professional, and courteous manner.
• Assist guests with check-in and check-out procedures efficiently and accurately.
• Provide information about hotel facilities, services, operating hours, and local attractions.
• Handle guest requests, inquiries, and complaints promptly and professionally.
• Follow up on guest requests to ensure satisfaction.
• Maintain a high level of guest engagement and personalized service throughout the guest journey.

Front Office Operations

• Process room reservations, registrations, payments, and guest accounts accurately.
• Ensure all guest information is entered and maintained correctly in the hotel’s Property Management System (PMS).
• Verify guest identification and payment details in accordance with hotel procedures.
• Handle cash, credit card, and other payment transactions accurately.
• Maintain proper records and complete all required Front Office documentation.
• Coordinate with Housekeeping regarding room status and guest requirements.
• Communicate effectively with other departments to ensure smooth hotel operations.

Guest Complaints & Problem Resolution

• Listen carefully to guest concerns and respond with professionalism and empathy.
• Resolve issues within the scope of authority and escalate matters to the supervisor or manager when required.
• Record and communicate relevant guest feedback and incidents to the appropriate department.
• Follow up to ensure that corrective actions have been completed.

Upselling & Revenue Awareness

• Promote hotel facilities, room upgrades, and relevant services where appropriate.
• Identify opportunities to enhance the guest experience while supporting hotel revenue objectives.
• Maintain good knowledge of room types, rates, packages, and hotel promotions.

Safety, Security & Compliance

• Follow all hotel policies, procedures, and applicable safety and security standards.
• Maintain guest confidentiality and protect guest information.
• Report any suspicious activity, safety hazards, maintenance issues, or incidents immediately.
• Ensure compliance with hotel and Front Office cash-handling procedures.

Qualifications & Experience

• Diploma or degree in Hospitality Management, Hotel Management, or a related field is preferred.
• Previous experience in Front Office, Guest Relations, or a similar hotel position is preferred.
• Previous experience in a 4-star or 5-star hotel environment is an advantage.
• Knowledge of Opera PMS or other hotel Property Management Systems is preferred.
• Good knowledge of English; additional languages are an advantage.
• Strong customer-service and communication skills.
• Professional appearance and positive attitude.

Key Competencies

• Guest-focused and service-oriented
• Excellent communication and interpersonal skills
• Professional and courteous manner
• Problem-solving ability
• Attention to detail
• Teamwork and collaboration
• Ability to work under pressure
• Good organizational and time-management skills
• Cultural awareness and adaptability
• Ability to work flexible shifts, including weekends and public holidays

Key Performance Indicators (KPIs)

• Guest satisfaction and feedback
• Accuracy of check-in/check-out and guest records
• Response time to guest requests
• Complaint resolution and follow-up
• Upselling performance
• Compliance with Front Office procedures
• Cash and payment accuracy
• Teamwork and communication with other departments

Pay: AED1,800.00 per month

Work Location: In person