Guest Service Associate- Front Office

AccorHotel; Ernakulam; On-site; INR 180,000 - 240,000; Full time

Job summary

AccorHotel in Kochi, Kerala, is seeking a Guest Service Associate to join the Front Office team. You will be the first point of contact, delivering exceptional service during check-in/check-out and handling inquiries with empathy and professionalism.

You will maintain guest records, coordinate with departments, and support seamless daily operations to create memorable stays for guests.

Qualifications

• Minimum 1 year of experience in front desk operations within a 5-star hotel or equivalent hospitality environment.
• Proven track record of delivering exceptional guest service.
• Experience with guest complaint resolution and problem-solving.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and relationship-building abilities.
• Excellent attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Service-focused with genuine empathy for guest needs.
• Analytical mindset and proactive problem-solving.
• Flexibility and resilience in challenging situations.
• Strong networking and collaboration skills.

Responsibilities

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

Skills

Guest service

Communication

Multitasking

Empathy

Teamwork

Attention to detail

Organization

Problem-solving

English proficiency

Relationship-building

Education

University degree / Hotel Management diploma

Front office certification (preferred)

Tools

Opera PMS

Microsoft Office

Online booking platforms

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-ins and check-outs, 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
• 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
• 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

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply