Customer Service Representative

About the role

The Customer Service Representative is a full-time, on-site position at Excelsior Hotel & Spa Baku. The role welcomes guests, handles check-in and check-out, and answers questions in person, by phone and digitally while following Hilton and Curio Collection service standards.

Key responsibilities

• Resolve guest issues and coordinate with housekeeping, spa, food and beverage and other hotel departments to ensure a seamless stay.
• Provide clear information on hotel services, local attractions and transportation.
• Maintain accurate records in hotel systems.
• Support efforts to improve guest satisfaction and loyalty.

Required profile

• Experience in a hotel, hospitality or travel environment is preferred.
• Excellent verbal and written communication; English is required, additional languages are an advantage.
• Comfortable working flexible shifts, including evenings, weekends and holidays.
• Relevant education in hospitality, tourism, business or a related field is beneficial.

Required skills

• Customer service, customer support and customer experience competencies.
• Use of reservation and CRM systems, with basic computer literacy (email, MS Office or similar).