Job Description

Guest Experience

• Welcome and engage Russian-speaking guests with warm, personalised and professional service.
• Provide assistance throughout the guest journey, from arrival to departure.
• Build strong relationships with guests and anticipate their needs and preferences.
• Handle guest requests, enquiries and feedback promptly and effectively.
• Ensure guest concerns are followed up and resolved to achieve a high level of satisfaction.

Russian-speaking Guest Support

• Communicate confidently with Russian-speaking guests in their preferred language.
• Assist guests with information regarding resort facilities, restaurants, spa, activities and local attractions.
• Support the team in communicating special requests, preferences and important guest information.
• Provide translation and communication support between Russian-speaking guests and relevant hotel departments when required.

Operational Support

• Coordinate closely with Front Office, Guest Relations, Concierge, F&B and other departments to ensure seamless guest service.
• Maintain accurate guest profiles and ensure relevant preferences are properly recorded in the hotel system.
• Follow up on VIP arrivals, special occasions and personalised guest arrangements.
• Support guest activities, resort events and other initiatives designed to enhance the guest experience.

Service Excellence

• Consistently demonstrate Regent's philosophy of personalised and intuitive service.
• Handle sensitive situations and service recovery professionally and with appropriate discretion.
• Maintain a high standard of grooming, communication and professional conduct.
• Actively contribute to guest satisfaction, loyalty and positive online reviews.

REQUIREMENTS

• Fluent Russian and English communication skills, both verbal and written.
• Previous experience in luxury hotels, resorts, guest relations, front office or customer service is preferred.
• Strong interpersonal and communication skills.
• Excellent service mindset with genuine passion for hospitality.
• Ability to anticipate guest needs and provide personalised solutions.
• Good problem-solving and service recovery skills.
• Professional appearance and confident communication style.
• Ability to work effectively in a multicultural and fast-paced environment.
• Flexible to work shifts, weekends and public holidays.