Guest Services Ambassador

About the role

A hotel belonging to the Accor network, which includes more than 45 brands, 5,500 hotels and 10,000 restaurants and lifestyle destinations, is looking for a Guest Services Ambassador in Baku. The role welcomes and escorts guests to their rooms, assists with luggage and provides professional, attentive service throughout their stay.

Key responsibilities

• Welcome and escort guests to their rooms, assist with luggage, and provide attentive service during their stay.
• Help guests with luggage collection, storage, delivery and room changes according to hotel standards.
• Keep the main entrance and lobby clean and well presented.
• Handle guest messages, requests and deliveries accurately and pass them to the right departments.
• Support the Concierge and Front Office teams in delivering great guest experiences.
• Address guests by name whenever possible and give prompt, courteous, personalised service.
• Know hotel facilities, restaurants, services, opening hours and local information to help guests.
• Take care of guest belongings and follow Fairmont Baku Hotel, Front Office, LQA, health and safety and operational standards.
• Take part in briefings, handovers, meetings and training, support the onboarding of new colleagues and contribute to high guest satisfaction and positive TrustYou survey results.
• Maintain a professional appearance and grooming, report lost and found items to the manager or Security Department, and complete duties on time.

Required profile

• Fluent in Azerbaijani, English and Russian.
• Excellent written and verbal communication skills and ability to build rapport with guests.
• Ability to multitask in a changing environment, make independent decisions and solve problems.
• Experience in hotel or customer service.
• Professional appearance and grooming.

Required skills

• Knowledge of Front Office systems (PMS software)
• Microsoft Windows programs