F&B Butler - Russian Speaker

Responsibilities

• Maintain availability to provide assistance for any matter related to making the stay of hotel guests a pleasant and memorable one.
• Coordinate with Room Service for the delivery of fruits for VIP guests and prepare the VIP fruit baskets. Replenish them on a daily basis until the guests' departure.
• Welcome VIP guests upon arrival outside their assigned room and offer assistance.
• After check-in, introduce yourself to the guest, escort them to their room, explain room and hotel facilities, and offer assistance for the remainder of their stay.
• Coordinate luggage handling with Concierge sections for arriving and departing guests to ensure safe and timely delivery.
• Check in arriving guests and check out departing guests in a friendly and caring manner according to procedures and Kempinski standards.
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer matters to the relevant persons.
• Offer personalized wake-up service to the room with tea or coffee as per guest requests. Assist guests with shoe shining, packing and unpacking luggage, and collecting and delivering laundry and dry cleaning.
• Keep abreast of all hotel promotions, product knowledge, VIP arrivals, and upcoming events to answer guest requests and questions.
• Resolve guest complaints/requests and liaise with the department concerned to ensure immediate follow-up.
• Be aware of the hotel accident prevention policies.
• Practice suggestive selling and familiarize guests with hotel facilities.
• Coordinate with Front Office to ensure that payment of guest folios is protected at all times, regarding scanty baggage procedure and release of guest bags on departure.
• Escort guests to their rooms. For first-time guests, explain hotel facilities. In the room, explain room facilities such as lights, TV function, safe, AC, fire exit, etc.
• Ensure that all guests are greeted upon arrival and departure from the hotel and escort each individual in the right direction.
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• At the end of the shift, communicate all information that the next shift needs to know for the smooth running of operations.
• Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
• Ensure prompt and efficient delivery of messages, newspapers, parcels, and packages to guests, as per hotel policy. Arrange all guest transportation requests including limousine service, shuttle bus, and car rental with coordination with our rent-a-car agent available in the hotel.
• Handle telephone calls at the Concierge desk.
• Be aware of fire and first aid procedures.
• Handle guest complaints and report to the manager.
• Be fully aware of the Talk of the Walk for the day.
• Maintain proper grooming at all times.
• Attend training classes as per schedule.
• Show fullest cooperation and respect within the team and other departments.
• Be aware of daily activities and have product knowledge of all hotel facilities.

Qualifications

• Be committed to exceeding expectations.
• Never settle for the status quo or mediocre work.
• Continuously search for areas of improvement.
• Provide positive, constructive feedback.

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.