Guest Relations Agent - Russian​/German Speaker

Job Description

The Guest Relations Agent is responsible for delivering exceptional, personalized service to guests throughout their stay. This role acts as a key point of contact for VIPs, repeat guests, and international travelers—particularly Russian or German-speaking guests—ensuring their needs are anticipated and fulfilled. The Guest Relations Agent enhances the overall guest experience by managing requests, assisting with inquiries, and maintaining strong communication with all departments.

• Provide a warm welcome and personalized service to guests upon arrival, during their stay, and at departure.
• Assist Russian and / or German-speaking guests with all inquiries, requests, and concerns.
• Handle pre-arrival preparations, including coordinating amenities, preferences, and special requests.
• Escort guests to their rooms and provide detailed information about hotel facilities, services, and local attractions.
• Manage VIP and repeat guest lists, ensuring consistent delivery of brand standards.
• Maintain strong coordination with Front Office, Housekeeping, Reservations, Concierge, and other departments to ensure seamless service.
• Follow up on guest feedback and resolve issues promptly, escalating when necessary.
• Update guest profiles in the PMS to reflect preferences and stay history.
• Support in lobby presence to enhance guest engagement and improve service visibility.
• Assist with organizing guest activities, celebrations, and special occasions.
• Uphold grooming, etiquette, and communication standards at all times.
• Participate in shift briefings, meetings, and training sessions.

• Diploma in Hospitality Management or related field preferred.
• Minimum 1–2 years of experience in Guest Relations, Concierge, or Front Office in a hotel.
• Fluency in English and Russian and / or German (writing and speaking).
• Strong communication, interpersonal, and problem-solving skills.
• Excellent grooming, professional presence, and guest engagement skills.
• Ability to multitask and work calmly under pressure.
• Familiarity with hotel PMS systems (e.g., Opera) is an advantage.
• Positive attitude, attention to detail, and commitment to service excellence.
• Flexibility to work various shifts, weekends, and public holidays.

Our commitment to Diversity & Inclusion :

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

Diversity&Inclusion for Accor means welcoming each and everyoneandrespecting their differences by giving priority only to qualities andskills in extending employment and development opportunities. Our ambition is toprovide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development ofall people, including thosewith disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.