Guest Services Ambassador

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

• Welcome and escort guests to their rooms, assist with luggage, and provide professional and attentive service throughout their stay.
• Assist guests with luggage collection, storage, delivery, and room changes in accordance with hotel standards.
• Maintain the cleanliness, presentation, and overall appearance of the main entrance and Lobby areas.
• Handle guest messages, requests, and deliveries accurately and ensure they are communicated to the appropriate departments.
• Support the Concierge and Front Office teams in delivering exceptional guest experiences.
• Provide prompt, courteous, and personalized service, addressing guests by name whenever possible.
• Maintain excellent knowledge of hotel facilities, restaurants, services, opening hours, and local information to assist guests effectively.
• Ensure all guest belongings and property are handled with the highest level of care and attention.
• Follow Fairmont Baku Hotel, Front Office, LQA, health & safety, and operational standards at all times.
• Participate in departmental briefings, daily handovers, meetings, and training activities.
• Support the onboarding and internal training of new colleagues.
• Contribute to achieving high guest satisfaction and positive TrustYou survey results.
• Maintain a professional appearance and comply with the hotel's grooming and uniform standards.
• Report Lost & Found items and other relevant matters to the appropriate manager or Security Department in accordance with hotel procedures.
• Complete all assigned duties efficiently and within the required timeframe.

Qualifications

- Fluent in Azerbaijani, English and Russian

- Ability to multitask in a changing environment while remaining calm and composed                                   

- Have excellent written and verbal communication skills and be able to build rapport with guests

- To make independent decisions, to be able to solve problems, to be motivated and to perform assigned tasks in a timely manner.

- Knowledge of Front Office systems (PMS Software) and Microsoft Windows programs;

- Having work experience in the field of hotel or customer services;

- To create an unforgettable impression by exceeding the expectations of the guests;

- Solving issues related to guests' requests in a sensitive and professional manner;

- Ability and responsibility to independently complete any assigned task without supervision