Guest Experience Curator

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Guest Experience Curator – Russian Speaker, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Guest Experience & Personalized Service

• Welcome and engage guests in a warm, professional and personalized manner.
• Provide dedicated support to Russian-speaking guests throughout their stay.
• Anticipate guest needs and proactively identify opportunities to enhance their experience.
• Build genuine relationships with guests and maintain a strong understanding of their preferences.
• Assist guests with special occasions, celebrations, personalized amenities and bespoke arrangements.
• Handle guest requests, enquiries and concerns promptly and professionally.
• Follow up with guests to ensure satisfaction and resolve any concerns.

Russian-Speaking Guest Support

• Communicate confidently with Russian-speaking guests in Russian and English.
• Provide accurate information regarding hotel facilities, services, activities and local attractions.
• Assist with translation and communication between guests and hotel departments when required.
• Ensure cultural awareness and sensitivity when interacting with Russian-speaking guests.
• Maintain a professional understanding of preferences and service expectations commonly associated with the Russian-speaking luxury travel market.

Experience Curation

• Create and recommend personalized itineraries and experiences based on guest preferences.
• Coordinate dining reservations, excursions, transportation, wellness experiences, activities and other guest requests.
• Work closely with Food & Beverage, Spa, Housekeeping, Engineering, Front Office and other departments to deliver seamless experiences.
• Liaise with approved external suppliers and local partners when arranging guest experiences.
• Ensure all arrangements are confirmed, communicated and followed up appropriately.
• Identify opportunities to surprise and delight guests through thoughtful and personalized touches.

Guest Relations & Communication 

• Maintain regular communication with guests before, during and after their stay where required.
• Review guest profiles, preferences and previous stay information to personalize service.
• Record relevant guest preferences and service recovery actions accurately in the hotel’s systems.
• Respond to guest requests through appropriate communication channels in a timely manner.
• Maintain confidentiality regarding guest information and personal details.

Service Recovery

• Handle guest complaints and concerns with empathy, professionalism and discretion.
• Take appropriate immediate action within the scope of authority to resolve guest issues.
• Escalate matters appropriately to the Head Of Department.
• Follow up after service recovery to ensure guest satisfaction.
• Document significant guest feedback and service recovery actions.
• https://efet.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1009/jobs/preview/225101