Front Desk Agent (Russian Speaker)

Position: Front Desk Agent – Russian Speaker
Hotel: Mercure Hotel Suites & Apartments
Location: Barsha Heights, Dubai
Department: Front Office
Reports To: Front Office Supervisor / Duty Manager/ Front Office Supervisor

Job Purpose

The Front Desk Agent is responsible for providing a warm, professional, and efficient welcome to all guests while ensuring smooth check-in and check-out procedures and delivering excellent guest service throughout their stay. The role requires a Russian-speaking professional who can effectively communicate with Russian-speaking guests and assist them with their accommodation needs.

Key Responsibilities

• Welcome and acknowledge guests in a warm, courteous, and professional manner.
• Handle check-in and check-out procedures efficiently and accurately.
• Verify guest details, reservations, identification, payment methods, and room assignments.
• Provide information regarding hotel facilities, services, room types, and local attractions.
• Respond promptly and professionally to guest enquiries, requests, and concerns.
• Assist Russian-speaking guests with clear and effective communication in Russian and English.
• Handle guest complaints and requests professionally, escalating matters to the appropriate department or supervisor when required.
• Maintain accurate guest records and update information in the hotel PMS/OPERA Cloud system.
• Process room charges, payments, deposits, and other Front Office transactions accurately.
• Coordinate with Housekeeping regarding room status and guest requests.
• Communicate effectively with Reservations, Housekeeping, Engineering, Security, and other departments.
• Maintain confidentiality of guest information at all times.
• Promote hotel facilities, services, and available room upgrades where appropriate.
• Follow hotel standards, policies, procedures, and brand service standards.
• Ensure the Front Desk area remains clean, organized, and professional.
• Assist with VIP arrivals, special requests, and guest preferences.
• Prepare and complete shift handover information accurately.
• Perform any other duties assigned by the Front Office Management.

Qualifications & Requirements

• Previous experience as a Front Desk Agent / Receptionist in a hotel environment is preferred.
• Fluent Russian and English communication skills are required.
• Good knowledge of OPERA Cloud or another hotel property management system is an advantage.
• Excellent verbal and written communication skills.
• Strong guest-service and interpersonal skills.
• Professional appearance and positive attitude.
• Good problem-solving and organizational abilities.
• Ability to work effectively under pressure in a fast-paced hotel environment.
• Flexible to work shifts, weekends, and public holidays.
• Knowledge of Dubai and local attractions is an advantage.

Key Competencies

• Guest-focused and service-oriented
• Excellent communication skills
• Professional and courteous manner
• Team player
• Attention to detail
• Problem-solving skills
• Ability to multitask
• Cultural awareness
• Positive and proactive attitude

Pay: AED1,800.00 per month

Work Location: In person