The Role
The agent must be fully familiar with Mövenpick’s Operational Standards Manual (OSM) and consistently apply these standards in daily operations.
Under the guidance of the Assistant Front Office Manager, the Russian- Speaking Guest Service Agent is responsible for delivering efficient, courteous, and personalized service while ensuring smooth Front Office operations.
He/She acts as the primary contact for Russian guests, assisting them with check- in/out, information sharing, complaint handling, and cultural communication.
Key Responsibilities
Planning & Organizing
Check equipment at the Front Desk to ensure proper operation.
Stay updated on promotions, hotel facilities, and local attractions popular with Russian guests.
Review and update the daily Logbook; note special Russian guest arrivals, requests, and preferences.
Maintain impeccable grooming and a professional, friendly manner at all times.
Follow Accor & Mövenpick standards related to guest safety, health, and security.
Participate in daily briefings and communicate shifts, VIP arrivals, group details, Russian markets, etc.
Operations
Collaborate closely with Housekeeping, F&B, Engineering, Reservations, and Sales—especially for Russian corporate accounts or travel agencies.
Respond to guest inquiries with warmth and efficiency, ensuring language clarity and cultural sensitivity.
Maintain guest focus at all times—acknowledging every guest with eye contact and a smile.
Prepare for daily arrivals, especially Korean FITs, groups, families, and repeat guests.
Ensure seamless handover between shifts.
Attend briefings, take notes, and follow up on assigned actions.
Handle check- in, check- out, room allocation, and special requests promptly and accurately.
Handle guest key issuance, message delivery, and information services professionally.
Serve as the primary communication bridge for Korean guests, explaining hotel facilities, benefits, promotions, and local recommendations in Russian.
Support walk- in reservations and inquiries when required.
Update guest profiles and ensure accurate guest information in the system.
Assist with cashiering, currency exchange, and settlement transactions.
Russian Market Support Responsibilities
Support Russian group arrivals and departures, ensuring smooth coordination.
Understand Russian guest travel patterns, cultural etiquette, and service expectations.
Help prepare Russian- language materials (menus, instructions, hotel layouts) when assigned.
Provide translation and interpretation support for Russian guests when needed.
Assist Sales & Marketing or Reservations in communicating Russian market expectations.
