FO - Guest Relations Officer (Russian Speaking)

1. Reception and First Impression
- Greet VIP guests, frequent guests, or special groups with high-standard service.
- Assist with quick check-in and check-out procedures, prioritizing a comfortable experience for guests.
- Introduce information about hotel amenities, programs, and activities.
2. Guest Care During Stay
- Maintain interaction with guests to listen to their feelings and needs and promptly address any issues that arise.
- Send letters/greetings/flowers/gifts on special occasions such as birthdays, anniversaries, etc., according to personalized service regulations and hotel standards.
- Monitor special requests from guests and ensure they are fulfilled fully and on time.
3. Handling Feedback & Complaints
- Record all guest feedback with a professional and proactive attitude.
- Proactively apologize, propose temporary solutions, and coordinate with relevant departments to resolve issues completely.
- Report serious or complex incidents that exceed your authority and handling capacity to your superiors for appropriate and timely action.
4. Enhancing Customer Experience & Building Relationships
- Introduce, advise, and assist in booking hotel services (spa, restaurants, entertainment activities, etc.) to enhance customer experience and satisfaction.
- Remember customer names, habits, preferences, etc., to create a friendly and personalized service.
- Encourage and advise customers to participate in loyalty programs.
5. Internal Coordination & Reporting
- Act as a liaison between customers and departments such as Housekeeping, Food & Beverage, Engineering, etc., to ensure all requests are met.
- Record shift handover logs, summarize feedback, and suggest improvements to service quality.
- Assist in monitoring and updating customer loyalty records and CRM data.
6. Encourage Feedback and Measure Customer Satisfaction
- Proactively invite guests to leave reviews on platforms such as Google, TripAdvisor, Book*******, Agoda, Facebook, etc., or conduct internal hotel surveys.
- Guide guests on how to leave reviews in the simplest way, while skillfully choosing the appropriate time (when satisfied, at check-out, etc.).
7. Monitor Satisfaction Indicators on Social Media and OTAs
- Regularly monitor guest ratings and comments on online platforms (TripAdvisor, Booking, Agoda, Google, Facebook, etc.).
- Compile positive and negative feedback and propose improvement actions to superiors.
- Collaborate with the Marketing & Sales department when necessary to publicly respond to important reviews.
- Regularly report key metrics: average rating, percentage of positive reviews, and the number of reviews increasing/decreasing weekly/monthly.