Assistant Guest Relations Manager

Job Summary

• Assist in overseeing daily guest relations operations
• Supervise guide and mentor guest relations staff including front desk concierge and service teams
• Handle guest inquiries complaints and special requests professionally and promptly
• Provide personalized service to VIP and international guests including Russian-speaking clientele
• Ensure smooth check-in check-out registration and room allocation procedures
• Maintain accurate guest records incident reports and service logs
• Coordinate with housekeeping maintenance security and other departments to resolve guest issues efficiently
• Assist in planning organizing and implementing guest service initiatives and events
• Conduct regular inspections of guest areas to ensure cleanliness safety and service quality
• Support staff training development and performance evaluation programs
• Monitor guest satisfaction and recommend improvements to enhance the guest experience
• Ensure compliance with health safety and security regulations in guest areas
• Assist in handling emergencies incidents or urgent situations calmly and effectively
• Prepare and submit daily weekly and monthly operational and performance reports
• Monitor guest complaints and feedback to identify trends and areas for improvement
• Support coordination of special services VIP arrangements and event logistics
• Oversee room occupancy allocation and guest checklists
• Assist in implementing and monitoring company policies procedures and hospitality standards
• Support inventory management of guest supplies amenities and equipment
• Liaise with external service providers vendors and contractors for guest-related services
• Handle escalated guest complaints in the absence of the Guest Relations Manager
• Participate in meetings to review operational performance and service quality
• Assist in budgeting and cost monitoring for guest services operations
• Maintain confidentiality of guest information and company data
• Contribute to creating a welcoming professional and service-oriented environment
• Support marketing and promotions of guest services where applicable

Qualifications :

• High or Intermediate qualification; Bachelors degree in Hospitality Business Administration or related field preferred
• 24 years of experience in guest relations front office or customer service roles
• Previous experience assisting in managing guest services operations
• Strong knowledge of guest relations procedures hospitality standards and service protocols
• Ability to handle guest inquiries requests complaints and conflicts professionally
• Excellent interpersonal communication and problem-solving skills
• Ability to supervise and coordinate front-line staff when required
• Strong organizational and time-management skills
• Proficiency in MS Office (Word Excel Outlook) and guest management software
• Ability to work under pressure and in a fast-paced environment
• Knowledge of health safety and security procedures relevant to guest services
• Flexibility to work shifts and support operational needs
• Strong attention to detail and a customer-focused mindset
• Fluent in Russian (spoken and written) is required

Additional Information :

Your team and working environment:
In 1-2 sentences introduce the team property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time

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