Guest Experience Coordinator/Guest Relations Coordinator/Координатор по работе с гостями

The Four Seasons Hotel Moscow is located in the heart of the city and the building itself is a reflection of a legendary former Moskva Hotel back in 1935.

Our current team of almost 300 hospitality industry professionals is striving for the exceptional service to be delivered to our precious guests while creating an atmosphere of home far from home.

Responsibilities:

• Welcome and check in guest/group in an efficient and friendly manner applying the standards;
• Prepare and execute Curbside check in for VIP guests and guest using Hotel Limo;
• Execute pre-arrival check with the aim to find more information about the reason for stay, guests' preferences and requests, possible arrangements in terms of special occasion;
• Arrange room decoration for the special set up;
• Assure that assigned type of room for the quest corresponds to his preferences and checks the guest room before arrival in terms of special arrangements, set-up, amenity;
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible ascertaining guest satisfaction;
• Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies;
• Ensure the guest requests are executed by the relevant departments and the essential information is added to the guest profile;
• Handle guests' complaints finding out more detailed information with the aim to transfer them to respective departments which could lead to quick problem resolution;
• Arrange mid-stay calls for long staying, sick and special attention guests;
• Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of Guest Services department, Reservations department and ensures lobby presence;
• Bring new initiatives to elevate and enhance guest experience.

Skills & knowledge required:

• Reading, writing and oral proficiency in English and Russian language;
• Excellent communication skills;
• Minimum of 1 year Guest Relations experience, in Front Office or Concierge teams.

Conditions:

• Attractive benefits package;
• High corporate culture;
• Career opportunities.