Gallery Host - Front Office (Russian Speaker)

Key Responsibilities

Guest Experience & Customer Service

• Deliver exceptional service standards and create memorable guest experiences.
• Welcome guests warmly and professionally upon arrival.
• Manage guest check-in and check-out procedures efficiently and accurately.
• Handle guest inquiries, requests, and complaints promptly, ensuring satisfactory resolution.
• Maintain positive relationships with guests and colleagues.
• Recognize returning guests and personalize service based on guest preferences and history.
• Promote hotel facilities, services, dining outlets, and local attractions.
• Coordinate special guest arrangements and requests.

Front Office Operations

• Operate the Property Management System (PMS) accurately.
• Process registrations, room assignments, billing, and payment transactions.
• Answer telephone calls and electronic inquiries according to brand standards.
• Maintain strict control and accountability of room keys and access cards.
• Prepare arrival documentation, welcome amenities, and guest correspondence.
• Verify guest arrival and departure details and coordinate transportation when required.
• Maintain accurate guest records and profiles.
• Assist guests with luggage requests, directions, wake-up calls, reservations, and other concierge-related services.

Financial Responsibilities

• Ensure accurate cash handling and banking procedures.
• Process payments and currency transactions in compliance with hotel policies.
• Support revenue generation through upselling room categories and hotel services.
• Follow all company policies related to financial controls and reporting.

Communication & Coordination

• Liaise effectively with Housekeeping, Engineering, Security, Food & Beverage, and other departments.
• Communicate guest preferences and operational updates during shift handovers.
• Support teamwork and collaborate to achieve departmental goals.
• Assist in ensuring a seamless guest experience across all hotel touchpoints.

Compliance & Quality Assurance

• Adhere to hotel policies, procedures, and brand standards.
• Ensure compliance with health, safety, fire, and security regulations.
• Report and follow up on Lost & Found items.
• Participate in training programs, meetings, and service improvement initiatives.
• Contribute to continuous improvement of guest satisfaction scores and service standards.