Front Office Assistant (150004)

IHG Hotels & Resorts; Panaji; On-site; INR 300,000 - 420,000; Full time

Job summary

IHG Hotels & Resorts in Goa, India seeks a Front Office Associate to deliver exceptional guest service, ensure smooth check-in/check-out, handle reservations, and acknowledge guest requests in line with brand standards.

The role involves coordinating with housekeeping and other departments, promoting hotel facilities and loyalty programmes, and maintaining confidentiality of guest information. Freshers welcome with strong customer service mindset.

Qualifications

• Diploma or bachelor's 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.

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.

Skills

Communication skills

Customer service

Interpersonal skills

PMS familiarity

Shift work

Problem solving

Multitasking

Teamwork

Education

Diploma or Bachelor's degree in Hotel Management or Hospitality

Tools

Opera/Fidelio PMS

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 bachelor's 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.