Guest Service Associate - Front Office

ibis, ibis Styles, ibis budget; Delhi Cantonment; On-site; INR 420,000 - 640,000; Full time

Job summary

Accor in Delhi seeks a capable Front Office professional to lead daily operations, supervise staff, and ensure guest satisfaction across the front desk and related services. You will drive service quality and coordinate with other departments to maintain a seamless guest experience.

Key responsibilities include reviewing workflows, handling billing and discounts, managing guest issues, and participating in night audit to uphold hotel standards.

Qualifications

• Diploma/Degree in Tourism / Hospitality Management.
• Strong leadership and communication skills.
• Experience in hotel front office operations.

Responsibilities

• Conduct daily briefings and ensure information reaches team members.
• Supervise staff to maintain high service quality and standards.
• Review workflows and improve front desk processes.
• Analyze rate variance and assist with revenue control and discounts.
• Coordinate with other departments for smooth operations and guest satisfaction.
• Handle guest issues tactfully and document concerns in logs.
• Assist with guest check-in/out and night audit preparations.
• Ensure cleanliness and orderliness of front and back areas.

Skills

Leadership

Interpersonal skills

Training skills

Communication skills

Customer service

Education

Diploma/Degree in Tourism / Hospitality Management

Job description

Company Description
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"
Job Description
Primary Responsibilities
Front Office Operation

• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
• Review, analyze and suggest improvement of work flow and standards at the Front Desk
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
• Communicate with Front Office Manager on all matters regarding guest services & hotel operations
• Ensure documentation of all guest related issues using the logbook
• Sign media and supervise shift handover procedures
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
• Assist Guest Relations in greeting, rooming, and sending off guests
• Inspect front of house and back of house regularly for cleanliness and orderliness
• Ensure that front line staff complies with marketing techniques and maximizes sales
• Check billing instructions, monitor guest credit and act upon any discrepancies
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
• Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
• Conduct Night Audit Process for hotel
  

Qualifications

• Diploma/Degree in Tourism / Hospitality Management
  

Additional Information

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations