Guest Relations Agent RussianGerman Speaker

AccorHotel; Ajman; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality company in the United Arab Emirates is seeking a Guest Relations Agent to deliver exceptional service to guests. This role involves managing requests for VIP and international guests, particularly those who are Russian or German-speaking. The ideal candidate will have at least 12 years of experience in guest relations, excellent communication skills, and fluency in English and one of the other languages. This is a full-time position offering a chance to significantly enhance guest experiences.

Qualifications

• Minimum 12 years of experience in Guest Relations, Concierge, or Front Office in a hotel.
• Excellent grooming, professional presence, and guest engagement skills.
• Ability to work calmly under pressure, multitask efficiently.

Responsibilities

• Provide personalized service to guests, managing requests and inquiries.
• Assist Russian and German-speaking guests with all inquiries.
• Maintain strong coordination with various hotel departments.

Skills

Fluency in English

Fluency in Russian

Fluency in German

Strong communication skills

Interpersonal skills

Problem-solving skills

Multitasking

Attention to detail

Service excellence commitment

Education

Diploma in Hospitality Management

Tools

Hotel PMS systems (e.g., Opera)

Job description

The Guest Relations Agent is responsible for delivering exceptional personalized service to guests throughout their stay. This role acts as a key point of contact for VIPs repeat guests and international travelers particularly Russian or German-speaking guests ensuring their needs are anticipated and fulfilled. The Guest Relations Agent enhances the overall guest experience by managing requests assisting with inquiries and maintaining strong communication with all departments.

• Provide a warm welcome and personalized service to guests upon arrival during their stay and at departure.
• Assist Russian and/or German-speaking guests with all inquiries requests and concerns.
• Handle pre-arrival preparations including coordinating amenities preferences and special requests.
• Escort guests to their rooms and provide detailed information about hotel facilities services and local attractions.
• Manage VIP and repeat guest lists ensuring consistent delivery of brand standards.
• Maintain strong coordination with Front Office Housekeeping Reservations Concierge and other departments to ensure seamless service.
• Follow up on guest feedback and resolve issues promptly escalating when necessary.
• Update guest profiles in the PMS to reflect preferences and stay history.
• Support in lobby presence to enhance guest engagement and improve service visibility.
• Assist with organizing guest activities celebrations and special occasions.
• Uphold grooming etiquette and communication standards at all times.
• Participate in shift briefings meetings and training sessions.

Qualifications

• Diploma in Hospitality Management or related field preferred.
• Minimum 12 years of experience in Guest Relations Concierge or Front Office in a hotel.
• Fluency in English and Russian and/or German (writing and speaking).
• Strong communication interpersonal and problem-solving skills.
• Excellent grooming professional presence and guest engagement skills.
• Ability to multitask and work calmly under pressure.
• Familiarity with hotel PMS systems (e.g. Opera) is an advantage.
• Positive attitude attention to detail and commitment to service excellence.
• Flexibility to work various shifts weekends and public holidays.

Additional Information

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Diversity&Inclusionfor Accor means welcoming each and everyoneandrespecting their differences by giving priority only to qualities andskills in extending employment and development opportunities.

When applying do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

Remote Work

No

Employment Type

Full-time