Guest Services Ambassador

Job Description

• Welcome and escort guests to their rooms, assist with luggage, and provide professional and attentive service throughout their stay.
• Assist guests with luggage collection, storage, delivery, and room changes in accordance with hotel standards.
• Maintain the cleanliness, presentation, and overall appearance of the main entrance and Lobby areas.
• Handle guest messages, requests, and deliveries accurately and ensure they are communicated to the appropriate departments.
• Support the Concierge and Front Office teams in delivering exceptional guest experiences.
• Provide prompt, courteous, and personalized service, addressing guests by name whenever possible.
• Maintain excellent knowledge of hotel facilities, restaurants, services, opening hours, and local information to assist guests effectively.
• Ensure all guest belongings and property are handled with the highest level of care and attention.
• Follow Fairmont Baku Hotel, Front Office, LQA, health & safety, and operational standards at all times.
• Participate in departmental briefings, daily handovers, meetings, and training activities.
• Support the onboarding and internal training of new colleagues.
• Contribute to achieving high guest satisfaction and positive TrustYou survey results.
• Maintain a professional appearance and comply with the hotel's grooming and uniform standards.
• Report Lost & Found items and other relevant matters to the appropriate manager or Security Department in accordance with hotel procedures.
• Complete all assigned duties efficiently and within the required timeframe.

Qualifications

- Fluent in Azerbaijani, English and Russian

- Ability to multitask in a changing environment while remaining calm and composed                                   

- Have excellent written and verbal communication skills and be able to build rapport with guests

- To make independent decisions, to be able to solve problems, to be motivated and to perform assigned tasks in a timely manner.

- Knowledge of Front Office systems (PMS Software) and Microsoft Windows programs;

- Having work experience in the field of hotel or customer services;

- To create an unforgettable impression by exceeding the expectations of the guests;

- Solving issues related to guests' requests in a sensitive and professional manner;

- Ability and responsibility to independently complete any assigned task without supervision

Additional Information