Reservations and call centre agent
JOB TITLE: Reservations and call centre agent
EMPLOYER: Fairmont Baku DUTY STATION: Azerbaijan
PUBLISHED: 2018-06-08 LAST UPDATED: N/A DEADLINE: 2018-07-08


The Reservations and Call Centre Agent is primarily responsible for providing the highest level of personalized service to all of our Guests in accordance to Fairmont Hotels & Resorts corporate standards while maintaining hotel profitability in a positive working environment. In his role, the Reservations and Call Centre Agent will consistently exceed Guest expectations by providing highest levels of Guest satisfaction, acting as an Ambassador of Fairmont Hotels & Resorts at all times. The Reservations and Call Centre Agent reports to the Front Office Manager directly.

Responsibilities and essential job functions include but are not limited to the following:       
• Ensuring that all Fairmont Hotels & Resort service standards and operational procedures are adhered to in all interactions with Guests and colleagues.
• Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name.
• Masters the Front Office and Call Centre policies, procedures and operations required. Uses the skills training received and knowledge acquired to excel in the position, ensuring accuracy in job performance.
• Reviewing reservations and Guest preferences to ensure all standards are met.
• Maintaining a perpetual presence on the Reception Desk throughout the hours of the shift.
• Following the Hotel’s telephone etiquette standards when handling internal and external calls.
• Responding to all Room Reservation, Rate Offering and Hotel Information inquiries promptly and professionally via telephone, fax and/or E-mail
• Providing engaging Guest Service that follows departmental and brand standards outlined by FH&R. (LQA audit/Trust You)
• Reserving hotel accommodations for guests in the Leisure, Business Travel, Convention/Association, Corporate Meetings and Wholesale (FIT & IMM) market segments
• Accurately recording all required reservation information in the Central Reservations System (MyFairmontReservations) and/or the Property Management System (Property Manager)     
• Reviewing and update reservations interfacing between the CRS and PMS
• Ensuring reservation confirmations are issued promptly and accurately
• Monitoring and reviewing Waitlisted Reservations to help maximize Room Revenues
• To provide support to our colleagues at The Fairmont Global Reservations Centre
• To monitor and track special promotions and communicate information to various operational departments
• To attend the weekly Reservations Department communication and information meeting
• To ensure all paperwork and confirmation letters are filed on a daily basis
• Other related duties as assigned
• Enthusiastically promoting Fairmont President’s Club and hotel services providing detailed information to Guests and hotel visitors.
• Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile.
• Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests.
• Ensuring the highest possible revenues are generated for the hotel through upselling programs.
• Developing and maintains strong Guest relationships to ensure Guest loyalty.
• Actively participates in departmental meetings, providing new ideas to improve service.
• Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures.
• Resources (time and materials) are used efficiently in order to maximize output.
• Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. Promotes open discussion.
• Acts as a role model for colleagues and strives to raise quality standards which others will aspire to.
• Flexible to work on Front Desk as well as Fairmont Gold depending on operational needs.
• While working on Fairmont Gold, provide highest level of personalized service including Front Office duties such as check-in and check-out, Food & Beverage Service and Butler service.
•  All other duties as assigned

• Proficient in the English language (spoken & written), good knowledge of Azeri, Russian and Turkish
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Must posses professional telephone étiquette
• Must be flexible in terms of working hours (24-hour operation, 7 days a week)
• Degree or hospitality diploma is an asset
• Self-motivation and organizational skills and the ability to take initiatives
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs and Windows is an asset
• Recognized commitment to Guest service, exceeding Guest expectations and anticipate needs.
• Has outstanding Guest services skills, professional presentation, and sophisticated communication skills
• Ability to deal with Guest concerns in an empathetic and business-oriented manner.
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Highly responsible & reliable
• Ability to make quick decisions, solve problems, initiate action and complete assignments on a timely basis.
• Previous experience in Front Office Operations including Front Desk, Reservations and Call Centre an asset
• Strong team player who can work independently in a fast paced environment    

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