Guest Service Agent (Russian Speaker)

Company Description

Mantis is a leading, conservation-focused hotel group with eco-lodges, waterways, and curated eco-resorts located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris, and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate. Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escap,e or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Job Description

As a Guest Service Agent, you will play a key role in creating memorable experiences for our guests from the moment they arrive until their departure. You will deliver a warm welcome, manage check-in and check-out processes efficiently, and ensure every guest receives personalized and professional service. With your genuine hospitality, excellent communication skills, and problem-solving abilities, you will represent the spirit of Hawar Resort by Mantis and the Accor brand.

What is in it for you:

• Engage in conservation efforts and help preserve wildlife.
• Enjoy sustainable adventures with exclusive rewards.
• Celebrate locality and heritage in a vibrant community.
• Advance your career with global development opportunities.
• Drive change through impactful social initiatives.
• Collaborate with a passionate, innovative team.Key Responsibilities:

• Professional Appearance: Maintain the highest standards of grooming and uniform presentation at all times.

• Guest Arrival & Departure: Handle guest check-in, check-out, and fond farewells promptly and courteously in line with hotel standards.

• Guest Assistance: Provide accurate information and assistance on resort facilities, services, and nearby attractions to enhance the guest experience.

• Guest Relations: Anticipate guest needs and handle inquiries, requests, and complaints courteously and effectively.

• Cashiering & Billing: Manage payments, deposits, and billing transactions accurately, following cashiering and financial control procedures.

• System Operations: Use Opera or a similar Property Management System for reservations, registrations, and guest profiles efficiently.

• Service Recovery: Handle guest concerns with empathy and efficiency, ensuring prompt resolution and guest satisfaction.

• Brand Ambassador: Represent Accor and Mantis values through a consistent, guest-centric approach.

• Team Collaboration: Communicate effectively with other departments to ensure smooth daily operations.

• Compliance & Safety: Follow all hotel policies, standard operating procedures, and emergency protocols.

• Training & Development: Attend daily briefings, training sessions, and team meetings as required.

• Other Duties: Perform additional responsibilities or projects as assigned by management.

Qualifications

• Experience: Previous experience in Front Office or Guest Services within a hotel or resort environment preferred.
• System Knowledge: Familiarity with Opera PMS or similar software.

• Language Skills: Excellent English communication skills (verbal and written) and fluency in Russian is required. Additional languages are an advantage.

• Customer Service: Strong interpersonal and problem-solving skills with a professional and courteous demeanor.

• Adaptability: Willingness to work flexible schedules, including evenings, weekends, and public holidays.

• Background: Prior experience in 3- or 4-star hospitality brands is an advantage but not essential.

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Mantis Collection: Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian’s vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLES