Guest Service Associate - Front Office

Accor; Kolkata District; On-site; INR 450,000 - 650,000; Full time

Job summary

Accor in Kolkata seeks a Front Office professional to lead daily operations, supervise staff, and ensure guest satisfaction. You will manage front desk workflows, coordinate with departments, and handle guest concerns with professionalism.

The role requires strong communication, hospitality software proficiency, and flexibility to work nights and weekends. Prior hospitality experience is preferred, with a high school diploma as a baseline.

Qualifications

• Excellent customer service skills with a friendly and professional demeanor.
• Strong verbal and written communication abilities.
• Proven problem-solving skills and ability to handle challenging situations calmly.
• Keen attention to detail and strong organizational skills.
• Proficiency in computer systems and hotel management software.
• Previous experience in hospitality or customer service preferred.
• High school diploma or equivalent required; degree in Hospitality Management a plus.
• Knowledge of hotel operations and front office procedures.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Multilingual skills advantageous.
• Team-oriented mindset with a collaborative approach to work.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Conduct daily briefings and ensure information is well received by team members.
• Manage and supervise staff to ensure high-quality service and standards.
• Review, analyze and suggest improvements of front desk workflows.
• Analyze revenue rate variance and approve discounts and rebates.
• Coordinate with Front Office Manager on guest services and operations.
• Document guest issues in the logbook and escalate as needed.
• Oversee shift handover procedures and maintain service continuity.
• Coordinate with other departments on admin and operation issues.
• Assist guests with needs and handle complaints tactfully.
• Inspect front of house and back of house for cleanliness and order.
• Ensure frontline staff comply with marketing techniques to maximize sales.
• Monitor billing instructions and guest credits; resolve discrepancies.
• Manage full-house situations including overbookings and relocations.
• Oversee On-Call Valet Desks and driveways for efficiency.
• Uphold safety, security and loss control policies; handle emergencies.
• Conduct Night Audit process.

Skills

Customer service

Communication skills

Problem-solving

Attention to detail

Hospitality software

Hospitality experience

Flexible hours

Multilingual (advantage)

Education

High School Diploma

Hospitality degree (plus)

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

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

• Excellent customer service skills with a friendly and professional demeanor
• Strong verbal and written communication abilities
• Proven problem-solving skills and ability to handle challenging situations calmly
• Keen attention to detail and strong organizational skills
• Proficiency in computer systems and hotel management software
• Previous experience in hospitality or customer service preferred
• High school diploma or equivalent required; degree in Hospitality Management a plus
• Knowledge of hotel operations and front office procedures
• Ability to work flexible hours, including nights, weekends, and holidays
• Multilingual skills advantageous
• Team-oriented mindset with a collaborative approach to work
• Ability to multitask and prioritize in a fast-paced environment

Additional Information

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.