Guest Relations Agent - Russian-speaking

About the role

The Guest Relations Agent is responsible for overseeing and directing all aspects of guest relations to ensure maximum satisfaction for all visitors, with a special focus on Russian‑speaking guests. The role involves personal recognition, coordination with concierge and butler teams, and handling VIP requests from arrival through departure.

Key responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.
• Meet and greet VIP guests personally and provide special recognition and service.
• Liaise closely with Concierge and Butler for hotel events, restaurant promotions, limousine requirements, and special VIP requests.
• Prepare guest arrival compendiums and update the check‑in system as needed.
• Maintain and update repeat guest history and coordinate with Concierge for new arrivals and departures.
• Promote inter‑hotel sales and in‑house facilities, and send welcome cards and amenities to rooms prior to arrival.
• Attend to special guest requests, handle complaints, refer issues as necessary, and follow up on corrective actions.
• Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests, and prepare requisitions for amenities in a timely manner.

Required profile

• Strong written and verbal communication skills in English and Russian.
• Ability to develop rapport with colleagues, management, and multicultural teams.
• Calm, courteous, and attentive to guest needs, even in challenging situations.
• Good judgment when dealing with difficult guests.
• Degree in Tourism or Hotel Management.
• Commitment to embody the Fairmont brand promise and foster an inclusive environment.