Guest Service Associate

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

Job summary

Holiday Inn Gurugram Sector 90, part of IHG Hotels & Resorts, seeks a friendly Guest Service Associate to deliver memorable hospitality and seamless guest experiences.

You will welcome guests, assist with check-in/check-out, handle inquiries, coordinate with hotel teams, and uphold service standards while ensuring privacy, safety, and guest satisfaction.

Qualifications

• Diploma or degree in Hotel Management, Hospitality, or related field preferred.
• Experience in hotel or customer service is advantageous; freshers welcome.
• Excellent verbal communication and interpersonal skills.
• Guest-focused mindset with passion for service.
• Strong attention to detail, multitasking in fast-paced environment.
• Problem-solving with courtesy.
• Team-oriented and eager to learn.

Responsibilities

• Welcome guests warmly and provide courteous, professional, and personalized service throughout their stay.
• Assist guests with check-in/check-out, reservations and inquiries.
• Anticipate guest needs and respond promptly to requests, feedback, and concerns.
• Maintain knowledge of hotel facilities, services, room categories, and local attractions.
• Coordinate with relevant departments to ensure timely service delivery and seamless guest experiences.
• Handle guest complaints situations professionally, escalating issues when required.
• Maintain accurate records, follow procedures, and ensure compliance with brand standards.
• Promote hotel facilities and services to enhance guest satisfaction and support revenue opportunities.
• Maintain guest confidentiality and adhere to hotel policies, safety procedures, and hygiene standards.
• Work collaboratively with colleagues to maintain high service standards and contribute to a positive team environment.
• Consistently demonstrate the values of True Hospitality by treating every guest and colleague with care, respect, and professionalism.

Skills

Verbal communication

Interpersonal skills

Customer service mindset

Attention to detail

Problem-solving

Teamwork

Flexible shifts

Education

Diploma/Degree in Hotel Management or Hospitality

Job description

About the Role

At Holiday Inn, an IHG Hotel, we believe in delivering True Hospitality by making every guest feel welcome, valued, and cared for. We are looking for a friendly, enthusiastic, and service-oriented Guest Service Associate who is passionate about creating memorable guest experiences.

In this role, you will be responsible for delivering exceptional service, anticipating guest needs, and ensuring a smooth and enjoyable experience throughout the guest journey while upholding the brand’s service standards.

What You'll Do

• Welcome guests warmly and provide courteous, professional, and personalized service throughout their stay.
• Assist guests with check-in, check-out, reservations and inquiries,
• Anticipate guest needs and respond promptly to requests, feedback, and concerns.
• Maintain a thorough knowledge of hotel facilities, services, room categories, and local attractions to assist guests effectively.
• Coordinate with relevant departments to ensure timely service delivery and seamless guest experiences.
• Handle guest complaints situations professionally, escalating issues when required.
• Maintain accurate records, follow operational procedures, and ensure compliance with IHG brand standards.
• Promote hotel facilities and services to enhance guest satisfaction and support revenue opportunities.
• Maintain guest confidentiality and adhere to hotel policies, safety procedures, and hygiene standards.
• Work collaboratively with colleagues to maintain high service standards and contribute to a positive team environment.
• Consistently demonstrate the values of True Hospitality by treating every guest and colleague with care, respect, and professionalism.

What We're Looking For

• A diploma or degree in Hotel Management, Hospitality, or a related field is preferred.
• Previous experience in a hotel or customer service environment will be an advantage; freshers with a positive attitude and a passion for hospitality are welcome to apply.
• Excellent verbal communication and interpersonal skills.
• A guest-focused mindset with a genuine passion for delivering exceptional service.
• Strong attention to detail, a professional approach, and the ability to multitask in a fast-paced environment.
• Good problem-solving skills and the ability to handle guest requests with confidence and courtesy.
• A team-oriented attitude with a willingness to learn and develop within the hospitality industry.
• Flexibility to work rotational shifts, weekends, and public holidays as required.

Why Join IHG?

At IHG Hotels & Resorts, we are committed to creating a workplace where colleagues can belong, grow, and make a difference. You will have the opportunity to develop your hospitality career, learn from experienced professionals, and contribute to meaningful guest experiences within a globally recognized hotel brand.

Join Holiday Inn Gurugram Sector 90 and help us create memorable moments through the power of True Hospitality.