Royal Service Agent

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

• To ensure that service is provided in accordance with the standards of the hotel and at the same time positive
• to develop the Hotel's profitability within the framework of relations;
• To ensure compliance with all "Fairmont Baku Hotel" service standards in relations with guests and hotel employees;
• Provide direct service to guests and employees by remembering guests' names;
• To control compliance with the standards, operating principles and procedures of the Front Office department;
• Using the knowledge and experience gained in the training to better master and develop the role
• to do and be punctual in fulfilling their obligations;
• Check advance orders and monitor guest requests, making sure all standards are in order;
• To make sure that there is always a person to answer the calls at the Reception Desk during the entire work shift to receive calls;
• When receiving internal and external calls, behave in accordance with the Hotel's telephone etiquette;
•  Ensure that every person who calls the Front Office Registration Desk is answered;
• Enthusiastically recommend the "ALL - Accor Live Limitless" program and Hotel services to guests and persons visiting the Hotel.
• to introduce;
• To monitor updated information about the Guest's requests, to cooperate with the Guests on this and to transmit the obtained information to the employees.
• Serving guests with enthusiasm and exceeding their expectations;
• To ensure that the hotel receives maximum income through sales programs;
• To ensure healthy and reliable relations with guests;
• To participate in internal meetings of the department, to present new ideas to further develop services;
• Comply with the relevant health and safety regulations of the hotel;
• Effective use of resources such as time and materials to achieve maximum results;
• Establish and maintain positive relationships with colleagues within the department and with colleagues in other departments, be successful in both communication and work, and support open discussions;
• To be an exemplary colleague for colleagues and to encourage others to work with their behavior;
• to record the audio recordings of all incoming and outgoing calls for the purpose of checking the quality of service and improving the quality of service;
• If necessary, register foreign guests at their location and check the information daily;
• When there are special requests from guests, to cooperate with other relevant departments on these issues and to solve any problems that may arise quickly and qualitatively;
• Attend handovers at the end of each shift and notify other employees if there are specific requests or problems;
• To work closely with the staff of all departments to ensure that standards are met;
• During the period of being on duty, to ensure the correct conduct of operations and to keep under control all situations occurring in the hotel area, to immediately inform the representative of the relevant department and the Manager of the Front Office Department in an unusual and dangerous situation, and to complete the required documents according to the order;
• To make a quick and effective decision in any emergency or dangerous situation of the hotel;
• Keeping in touch with the Guests during their stay and constantly asking about their needs;
• To participate in internal meetings of the department, to present new ideas for further development of services;
• To be sufficiently informed about the work of the department and to help other employees of the department when appropriate;
• Comply with hotel health and safety regulations, create safe working conditions, know all safety and emergency procedures;
• Work in accordance with standard and safety rules in the work process;
• Manage time properly and complete assigned tasks on time;
• Immediately inform the manager about lost and found items, notify the Security Department in accordance with the Hotel's policy and instructions;
• Maintain high standards of personal appearance and hygiene and adhere to hotel and department grooming standards;
• Understand and adhere to all departmental guidelines and policies;
• Observing the rules of conduct in the hotel area (observing silence, not using unethical words);
• To perform other tasks determined by the direct manager;
• To be aware of Trust You and LGA standards;
• Updating the company's phone list and e-mail address book;

•  Have a minimum of 2 years of work experience in the field of Front Office operations.
•  Higher education in the field of Tourism and Hotel Management
•  Fluent in Azerbaijani, English and Russian
•  Ability to multitask in a changing environment while remaining calm and composed
•  Ability to adapt and work comfortably to variable working hours and shifts in a 24/7 hotel field
•  Have excellent written and verbal communication skills and be able to build rapport with guests
•  Having organizational and leadership skills;
•  Knowledge of Front Office systems (PMS Software) and Microsoft Windows programs;
•  Having work experience in the field of hotels or customer services;
•  Solving issues related to guests' requests in a sensitive and professional manner;
•  Being able to make independent decisions, solve problems by yourself, and be able to direct events;
•  Ability and responsibility to independently complete any assigned task without supervision
•  Ability to work in a team
•  Willingness to continuously develop and learn
•  Accuracy in work and ability to pay attention to details;
•   Work accurately with cash.

experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus
Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.