Front Office Agent – Russian Speaker

Job Description

Primary Responsibilities

Guest Service Responsibilities

• The Service Center Agent works in a central area, receiving all calls from outside the hotel and coordinating internal calls.
• The Service Center Agent ensures all tasks are procedural, timely, and consistently high quality.
• The Service Center Agent presents personal professionalism, telephone manner, effective work practices, and guest service standards to create a lasting impression of genuine warmth, friendliness, and high standards.
• Follow up:
  The Service Center Agent quickly and efficiently follows guest requests and instructions received from the supervisor.
• Telephone transfers:
  The Service Center Agent attends all guest requests, ensures complete satisfaction, transfers a call to the correct person, introduces the person on the line before hanging up, and knows all telephone extensions of the hotel for efficiency.
• Privacy:
  The Service Center Agent respects confidentiality of guest information and names, and does not transmit any guest data.
• Wake‑Up Calls:
  The Service Center Agent ensures any wake‑up call requested by a guest is performed at the exact time according to procedures.
• Guest Messages:
  The Service Center Agent records all information carefully and confirms the guest has received the message with full details.
• Calls Handling:
  The Service Center Agent answers all phone calls within three rings and, when required, keeps the guest politely on hold.
• Guest Knowledge:
  The Service Center Agent has good knowledge of Sofitel So Bangkok guests, especially VIP guests, and mentions their names on the phone whenever possible.

Technical Responsibilities

• Organization:
  The Service Center Agent ensures the Service Centre Room is tidy at all times.
• F&B Knowledge:
  The Service Center Agent has full knowledge of hotel outlets and menus, daily dishes, and room‑service menu characteristics.
• F&B Order:
  The Service Center Agent obtains all details of a room‑service order, records them in a logbook, communicates details to room‑service staff, sends the order on time, and reconfirms with the guest that their expectations are met.
• Housekeeping Follow‑up:
  The Service Center Agent answers all guest housekeeping requests, records full details in the logbook, ensures the request is followed up promptly, and reconfirms completion with the guest.
• Communication:
  The Service Center Agent attends supervisor briefings, participates in discussions, reports problems promptly to the supervisor, and keeps the logbook updated throughout the shift.
• Handover:
  At end of shift, the Service Center Agent provides a complete handover to the following shift regarding activities and pending issues.
• Security Issues:
  The Service Center Agent knows all security procedures, can act accurately when required, and contributes to hotel security.
• Standards:
  The Service Center Agent ensures all hotel standards and procedures are met successfully and permanently.

Other Responsibilities

• Continuous learning through an individual development plan (IDP).
• Any other duties assigned by a superior.