Guest Experience Curator - Russian Speaker

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.

Hotel & Local Knowledge

• Maintain excellent knowledge of hotel facilities, services, outlets, activities and current offerings.
• Maintain good knowledge of Seychelles' attractions, culture, dining, shopping, excursions and experiences.
• Keep updated on local events, activities and experiences that may be relevant to guests.
• Provide recommendations that are aligned with guest interests and expectations.

Qualifications & Experience;

• Diploma or equivalent qualification in Hospitality, Tourism, Guest Relations or a related field is preferred.
• Previous experience in a luxury hotel, resort, guest relations, concierge or similar guest-facing position.
• Experience working with international or luxury clientele is an advantage.
• Fluent Russian and English communication skills are required.
• Additional languages, particularly French, are an advantage.
• Strong knowledge of luxury hospitality standards and guest service principles.
• Previous experience with guest experience or concierge systems is an advantage.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Here's what you'll do during a typical day:

• Maintain accurate guest preference and experience records.
• Complete daily guest follow-up and handover information.
• Prepare and communicate VIP and special occasion arrangements.
• Ensure guest requests are properly documented and followed through.
• Participate in departmental meetings and briefings.
• Provide feedback on recurring guest preferences, concerns and opportunities for improvement.
• Support the department in maintaining accurate guest experience reports and records.