Front Office Agent (Royal Service)

About the role

A hotel belonging to the Accor network (more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations) is looking for a Royal Service Agent in Baku. The role ensures that service meets the hotel's standards and supports its profitability, while complying with Fairmont Baku Hotel service standards with guests and staff.

Key responsibilities

• Provide direct service to guests and employees, remembering guests' names
• Control compliance with Front Office standards, operating principles and procedures
• Check advance orders and monitor guest requests so that all standards are met
• Ensure someone answers calls at the Reception Desk during the whole shift, following the hotel's telephone etiquette
• Serve guests enthusiastically and exceed their expectations
• Help the hotel earn maximum income through sales programmes
• Maintain positive relationships with colleagues in the department and across departments

Required profile

• Minimum work experience in Front Office operations
• Higher education in Tourism and Hotel Management
• Fluent in Azerbaijani, English and Russian
• Experience in hotels or customer service
• Ability to work in a 24/7 environment with variable hours and shifts
• Excellent written and verbal communication, accuracy and attention to detail

Required skills

• Knowledge of Front Office systems (PMS software)
• Knowledge of Microsoft Windows programs
• Organizational and leadership skills, problem solving and independent decision-making
• Ability to work accurately with cash