Front Office Assistant 150004

IHG Hotels & Resorts; North Goa; On-site; INR 180,000 - 300,000; Full time

Job summary

IHG Hotels & Resorts in Goa invites applications for a Front Office Associate to ensure warm welcomes, smooth check-ins and check-outs, and seamless guest services. You will handle reservations, inquiries, and billing while coordinating with other departments to maintain service quality and guest satisfaction.

The role requires strong communication, a customer-first attitude, and flexibility to work in shifts, including weekends.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Strong customer service orientation with a professional appearance.
• Ability to work in shifts, including weekends and public holidays.
• Basic computer knowledge and familiarity with PMS like Opera or Fidelio.

Responsibilities

• Welcome guests warmly and provide a professional first impression.
• Perform check-in and check-out procedures accurately and efficiently.
• Handle room reservations, modifications, and cancellations.
• Respond promptly to guest inquiries, requests, and complaints with timely resolution.
• Process payments, maintain guest accounts, and prepare accurate billing.
• Coordinate with Housekeeping, Engineering, and other departments to ensure guest satisfaction.
• Promote hotel facilities, services, loyalty programmes, and special offers.
• Maintain confidentiality of guest information and adhere to data security policies.
• Ensure front desk, lobby, and reception area stay clean and presentable.
• Follow SOPs, brand standards, and safety procedures.
• Prepare daily reports and complete shift handovers accurately.

Skills

Excellent communication

Interpersonal skills

Customer service orientation

Shift work

Basic computer knowledge

PMS familiarity

Education

Diploma or bachelor's degree in Hotel Management or Hospitality

Tools

Opera/Fidelio PMS

Job description

Job Description:

The Front Office Associate is responsible for delivering exceptional guest service by ensuring smooth check-in and check-out processes, handling guest requests efficiently, maintaining accurate records, and creating a welcoming experience in line with hotel brand standards.

Key Responsibilities

• Welcome guests warmly and provide a professional first impression.
• Perform check-in and check-out procedures accurately and efficiently.
• Handle room reservations, modifications, and cancellations.
• Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution.
• Process payments, maintain guest accounts, and prepare accurate billing.Coordinate with Housekeeping, Engineering, and other departments to ensure guest satisfaction.
• Promote hotel facilities, services, loyalty programmes, and special offers.
• Maintain the confidentiality of guest information and adhere to data security policies.
• Ensure the front desk, lobby, and reception area remain clean and presentable.
• Follow hotel SOPs, brand standards, and safety, security, and emergency procedures.
• Prepare daily reports and complete shift handovers accurately.

Qualification & Skills

• Diploma or bachelors degree in Hotel Management or Hospitality.
• 0–2 years of experience in Front Office operations (freshers may also apply).
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a professional appearance.
• Basic computer knowledge and familiarity with PMS (Opera/Fidelio or similar) is preferred.
• Ability to work in shifts, including weekends and public holidays.
• Good problem-solving, multitasking, and teamwork skills.

This role is responsible for ensuring every guest receives a warm welcome, personalized service, and a memorable stay while maintaining the highest standards of hospitality and operational excellence.