Front Desk Agent – Fairmont Baku

Front Desk Agent 

RESPONSIBILITIES:

The Front Desk Agent is primarily responsible for providing the highest level of personalized service to all of our Guests in accordance to Fairmont Hotels & Resorts corporate standards while maintaining hotel profitability in a positive working environment. In his role, the Guest Relation Agent will consistently exceed Guest expectations by providing highest levels of Guest satisfaction, acting as an Ambassador of Fairmont Hotels & Resorts at all times.

•         Ensuring that all Fairmont Hotels & Resort service standards and operational procedures are adhered to in all interactions with Guests and colleagues.
•         Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name.
•         Reviewing reservations and Guest preferences to ensure all standards are met.
•         Maintaining a perpetual presence on the Front Desk throughout the hours of the shift.
•         Following the Hotel’s telephone etiquette standards when handling internal and external calls.
•         Remaining observant and responds to each Guest who approaches the Front Desk.
•         Enthusiastically promoting Fairmont President’s Club and hotel services providing detailed information to Guests and hotel visitors.
•         Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile.
•         Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests.
•         Ensuring the highest possible revenues are generated for the hotel through upselling programs.
•         Developing and maintains strong Guest relationships to ensure Guest loyalty.
•         Actively participates in departmental meetings, providing new ideas to improve service.
•         Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures.
•         Resources (time and materials) are used efficiently in order to maximize output.
•         Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. Promotes open discussion.
•         Acts as a role model for colleagues and strives to raise quality standards which others will aspire to.

QUALIFICATIONS:

•         Proficient in the English language (spoken & written), good knowledge of Azeri and Russian
•         Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
•         Must be flexible in terms of working hours (24-hour operation, 7 days a week)
•         Must have excellent written/verbal communication and Guest interpersonal skills
•         Self-motivation and organizational skills and the ability to take initiatives
•         Prior experience in hotels or customer service or an asset
•         Recognized commitment to Guest service, exceeding Guest expectations and anticipate needs.
•         Must have the ability to handle cash effectively and accurately
•         Has outstanding Guest services skills, professional presentation, and sophisticated communication skills
•         Ability to deal with Guest concerns in an empathetic and business-oriented manner.
•         Self-motivated and able to make quick decisions, solve problems, initiate action and complete assignments on a timely basis. .
•         Previous experience in Front Office Operations including Front Desk, Reservations and Royal Service an asset

The interested candidates can apply online through www.fairmontcareers.com