Russian Speaker Lobby Hostess

MAIN DUTIES AND RESPONSIBILITIES :

• Prepare for daily VIP arrivals, including room allocation, amenities, and special requests of guests.
• Ensure Mise en Place is ready for VIP arrivals, including room keys and welcome drinks.
• Register and process check-in / out for all VIP guests efficiently and professionally.
• Escort VIP guests to their rooms.
• Update guest information into the computer after check-in.
• Handle cashiering duties, foreign exchange transactions, night audits, and settlement upon guest departure.
• Manage walk-in reservations and process call-in reservations when the reservations section is closed.
• Provide friendly and courteous service to guests, responding promptly to requests and inquiries.
• Resolve guest complaints / requests and liaise with relevant departments for immediate follow-up.
• Issue guest room key cards and ensure effective control for guest security.
• Ensure delivery of messages, mails, and packages to guest rooms.
• Assist at the Information Counter, Foreign Exchange, and Business Centre as assigned.
• Have knowledge of hotel rate codes, packages, segmentation, discounts, and handling procedures.
• Maintain contact with hotel guests to handle problems or complaints efficiently and courteously.
• Follow up with Bell Desk regarding shuttle bus services.
• Make daily courteous calls to VIP rooms and other guests.
• Report any unusual occurrences or requests to the manager.
• Be aware of hotel accident prevention policies.
• Ensure cleanliness and neatness of the front office area.
• Review logbooks, verify outstanding issues, and follow up on pending tasks.
• Monitor hotel occupancy, functions, groups, and VIPs.
• Reannounce VIP rooms to Housekeeping and F&B departments.
• Check departure details for the day and the next day.
• Arrange for bouquets, cakes, and cards for guests' anniversaries and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regarding arrival and departure transportation.
• File daily Guest Relations reports and documents systematically.
• Communicate all relevant information to the next shift for smooth operations.
• Coordinate with Front Office, Housekeeping, F&B, and the General Manager regarding MIPs and VIPs.
• Review guest comments daily, contact guests if necessary, and take corrective actions.
• Handle guest complaints concerning the Front Office, working with the Assistant Guest Relations Manager to prevent recurrence and enhance guest satisfaction, involving other departments and informing the General Manager as needed.

Qualifications :

University Degree in Hotel Management, or a minimum of 1 year experience in a similar role in a 5-star hotel, or as a fresher.

Additional Information :

Remote Work : No

Employment Type : Full-time

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