Guest Experience Agent (Russian Speaking) at voco Dubai The Palm

Role Overview

Guest Experience Agent (Russian Speaking) at voco Dubai The Palm, operated by IHG. Located on the Palm Jumeirah, within Palm West Beach.

Company Overview

voco Hotels is part of the global IHG family, delivering True Hospitality through reliable, character-driven hotels designed to be dependable yet fun. The voco concept emphasizes natural, easy-going service with thoughtful touches that balance friendliness with respect for guest space. voco Dubai The Palm is situated on the trunk of the manmade island and is part of Palm West Beach, a trendy and vibrant dining and leisure destination.

Role Purpose

As a Guest Experience Agent, you are the frontline representative of voco's "Come on in" hallmark, ensuring all guests experience reliably different service throughout their stay. You deliver exceptional front desk operations while maintaining the welcoming, relaxed atmosphere that defines the voco brand.

Key Responsibilities

Guest Check-In and Check-Out

• Welcome guests and perform efficient check-in and check-out services at the Front Desk.
• Obtain guest data and perform registration in accordance with established guidelines.
• Ensure all guests are checked into the Property Management System immediately and accurately.
• Check all transactions, sign the registration card in the designated space to signify completion of procedure.
• Close guest accounts at check-out and solicit feedback on their stay.
• Negotiate compromises in the event of dissatisfaction or dispute, including authorization of revenue allowance where appropriate.
• Ensure all rooms due for check-out are followed up and updated in the computer system; remove checked-out guests from the PMS immediately.

Guest Requests and Communications

• Attend to guest requests and queries promptly and professionally.
• Answer the telephone within three rings, identify yourself by name, speak clearly and in a pleasant voice.
• Take and deliver accurate, timely guest messages either manually or via the computer system.
• Coordinate and facilitate the delivery of mail, small packages and facsimile for guests as requested.
• Take and relay endorsements from and to previous and next shifts.
• Follow up on outstanding matters and ensure delivery and completion of service.

Reservations and Room Management

• Review all incoming reservations for the day and match them to necessary accommodation.
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Review and resolve all Traces directed to Reception.

Security and Key Control

• Ensure strict control of room keys and enforce key handling procedures to maintain maximum security.

Front Office Operations

• Maintain an atmosphere of tranquillity at the reception desk, never giving the impression that there is a problem.
• Responsibly use all available systems and equipment, including the Property Management System, credit card machine and key system.
• Maintain an accurate filing system.
• Be familiar with all hotel services, offers, facilities and their operating hours.
• Ensure that all Hotel Employee Rules and Regulations are understood and adhered to.

Qualifications & Experience

• 1+ years as a Front Desk Associate.
• Knowledge of the Opera System.
• Russian language proficiency (speaking required).

Skills & Competencies

• Outstanding written and verbal communication skills.
• Excellent communication skills in Russian and English.
• Team player mentality with flexible attitude towards diverse tasks.
• Naturally outgoing and friendly personality with passion for service excellence.
• Ability to consistently deliver and demonstrate voco service standards.
• Physically agile and able to stand for extended periods.

Additional Information

• Available to work shifts, weekends and public holidays.
• Competitive salary and benefits package.
• Employee room discounts.
• Career development opportunities.
• Part of the global IHG family with access to internal and external advancement opportunities.
• IHG is an equal opportunities employer.