Position 1: Guest Service Agent at
Department: Front Office
Main Duties
• Immediately greet guest and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish method of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests’ valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management
Requirements:
• Previous hotel-related experience
• Good command of the English, Russian and Azerbaijani language is essential, both written and verbal.
• Responsible for a cash float throughout your shift and ensuring all floats balance correctly at the end of shift.
• University degree from a Hospitality related program preferred.
• Skills in dealing diplomatically with the public under stressful conditions..
• Handling guest complaints at highest service levels
• Dealing with high profile guests
• Must possess excellent communication skills
• Personable, enthusiastic, self-motivated and able to work independently
• Must be able to work shifts – days, evenings, overnight, weekends and holidays
Position 2: Telephone Operator
Department: Front Office
Main Duties
• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Assists in reporting telephone equipment or service complaints and problems.
• Following telephone etiquette
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Keep records of calls placed and received by all departments
• Update directory information on the front office software.
• Process guest wake-up calls.
Requirements:
• Previous hotel-related experience
• Good command of the English, Russian and Azerbaijani language is essential, both written and verbal.
• University degree from a Hospitality related program preferred.
• Skills in dealing diplomatically with the public under stressful conditions.
• Handling guest complaints at highest service levels
• Dealing with high profile guests
• Must possess excellent communication skills
• Personable, enthusiastic, self-motivated and able to work independently
• Must be able to work shifts – days, evenings, overnight, weekends and holidays
Candidates are requested to send their Application Forms/CVs to [email protected] until May 31, 2017.
Please indicate the name of the position name you are applying for in the subject line of the email.
Otherwise the candidacy will not be considered in the review process of the applications collected.
Please be advised that only shortlisted candidates will be invited to the further stages of the recruitment process.
