Guest Service Agent

The key responsibilities for this position are:

• To ensure that every guest who stays with NH Collection leaves with once in a lifetime experience with us.
• To anticipate all our guest's needs and handle their inquiries in a helpful and attentive manner.
• To represent with the best knowledge of NH Collection and local surroundings to persuade the best and most accurate information to our guests.
• To take personal responsibility for the service and attitude with which our guest service is delivered and to ensure it is up to the utmost standards at all times.
• To handle guest complaints and solve the issues that may occur elevate the issues to superiors based on the demand and make sure to keep a record of every glitch and service recovery.
• To walk and talk three steps ahead of all our guest needs and desires which they may need during their holiday with NH Collection.
• Prepare and distribute the daily event of guest arrival and Departure list always a day ahead to ensure all the operational departments are ready to welcome our guests with spotless service from every department.
• Always send out the guest profile history of preferences and stay details for all the returning guests the day before arrival.
• Take personal responsibility for organizing and arranging all the guest activities of our VVIPs and superior room categories.
• Support and coordinate with the guest service team to run the daily operation smoothly and spotless.
• Train and buddy up with your new team members when assigned by your superiors, and control the training materials and store them correctly.
• To keep the guest history, preference, billing, and profile up to date and error-free.
• Help and assist with the in-room dining team and attend to the villa when the guests order food through in-room dining.

Requirements

• Excellent communication skills
• Fluency in English & Russian
• Minimum 1 year experience
• A friendly and outgoing behaviour
• Proactive, resourceful and able to work independently
• Has strong decision making abilities