Guest Service Associate- Front Office

Accor Hotels; Ernakulam; On-site; INR 260,000 - 420,000; Full time

Job summary

Accor Hotels in Kochi, Kerala, invites applications for a Guest Service Associate in the Front Office. You’ll be the first point of contact for guests, delivering warm hospitality with professional check-in and check-out and addressing inquiries with empathy.

You will maintain guest records, assist with reservations, liaise with departments to resolve issues, and support a seamless, memorable stay for guests across shifts, including weekends and holidays.

Qualifications

• University degree or Hotel Management diploma.
• Hospitality or front office certification preferred.

Responsibilities

• Greet guests and conduct efficient check-in and check-out.
• Resolve guest inquiries and complaints with empathy.
• Maintain detailed guest records and preferences.
• Coordinate with other departments to resolve issues.
• Support front office operations during busy periods.

Skills

English proficiency

Interpersonal skills

Attention to detail

Multitasking

Customer service focus

Problem solving

Flexibility

Networking

Education

University degree or Hotel Management diploma

Hospitality certification (preferred)

Tools

Opera PMS

Microsoft Office

Online booking platforms

Job description

Job Description

We're looking for a Guest Service Associate to join our Front Office team in Kochi, India. In this role, you'll be the first point of contact for our guests, delivering exceptional service that exceeds expectations while maintaining the highest standards of professionalism and hospitality. You'll be responsible for creating memorable guest experiences through efficient check-in and check-out services, resolving inquiries with empathy and enthusiasm, and collaborating with team members to ensure seamless daily operations.

Guest Services & Relations

• Greet guests with a warm, friendly demeanor and provide swift, professional check-in and check-out services
• Address guest inquiries and resolve complaints in a timely and efficient manner, ensuring satisfaction and loyalty
• Maintain detailed records of guest interactions and preferences to personalize future experiences
• Liaise with other departments to resolve operational issues and enhance guest experiences

Administrative & Operational Management

• Manage room bookings and reservations with accuracy and attention to detail
• Maintain the Front Office log book and prepare comprehensive shift reports
• Record and coordinate information regarding banquets and special hotel functions
• Ensure compliance with all procedures and standards outlined in the organization's manual
• Verify room status with Housekeeping to maintain accurate occupancy records

Team Support & Collaboration

• Support team members in delivering consistent, high-quality service
• Communicate clearly with colleagues across departments to facilitate smooth operations
• Demonstrate a proactive approach by identifying opportunities for service improvements
• Contribute to a collaborative team environment that prioritizes guest satisfaction

Additional Responsibilities

• Handle additional duties as delegated by management
• Remain flexible and adaptable to changing operational needs
• Recognize and elevate matters affecting the organization's interests to management

Qualifications

Education

• University degree or Hotel Management/Hotel School Diploma
• Certification in hospitality or front office operations (preferred)

Experience

• Minimum 1 year of experience in front desk operations within a 5-star hotel chain or comparable hospitality environment
• Proven track record of delivering exceptional guest service
• Prior experience with guest complaint resolution and problem-solving

Required Skills & Competencies

• Excellent verbal and written communication skills in English
• Strong interpersonal and relationship-building abilities
• Exceptional attention to detail and organizational skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Service-focused personality with genuine empathy for guest needs
• Problem-solving mindset with the ability to think analytically
• Flexibility and resilience in handling challenging situations
• Strong networking and collaborative skills

Technical Proficiency

• Proficiency with Opera property management system or similar hotel management software
• Competency with Microsoft Office applications
• Familiarity with online booking and reservation platforms

Personal Attributes

• Professional demeanor with the ability to remain composed under pressure
• Proactive approach to identifying and implementing service improvements
• Commitment to maintaining high standards of quality and consistency
• Availability for shift work, including evenings, weekends, and holidays as required