Guest Service Associate Front Office - Fairmont Agra

Fairmont Hotels & Resorts; Kolkata; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Come As You Are

Work With Purpose

Grow, Learn and Enjoy

Explore Limitless Possibilities

Job summary

Accor in Kolkata is seeking a Front Office Associate to greet guests, manage check-ins/outs, and handle reservations with accuracy. You will deliver concierge services, respond to inquiries, and coordinate with housekeeping to ensure a seamless guest experience.

The role emphasizes high-quality service, professionalism, and the ability to upsell hotel services while maintaining guest privacy and security. English fluency and prior hospitality experience are expected.

Qualifications

• High school diploma or equivalent.
• 1–2 years of guest service or front office experience in hospitality.
• Proficiency in PMS and hotel management software.
• Excellent verbal and written English; additional languages preferred.
• Strong customer service orientation; ability to handle guest interactions professionally.
• Strong multitasking and prioritisation in a fast-paced environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Knowledge of hotel operations, reservation systems, and front office procedures.

Responsibilities

• Greet and welcome guests upon arrival with exceptional hospitality and professionalism.
• Process guest check-ins and check-outs accurately and efficiently.
• Manage room reservations, modifications, and cancellations in the PMS.
• Respond promptly to guest inquiries by phone, email, and in-person.
• Provide concierge services including restaurant recommendations and travel arrangements.
• Handle guest concerns and complaints with empathy to ensure satisfaction.
• Process payments and manage billing inquiries with discretion.
• Coordinate with housekeeping and maintenance to address requests.
• Maintain a clean, organized front desk area; perform admin duties.
• Upsell hotel services and amenities to enhance guest experience and revenue.
• Ensure security protocols and guest privacy compliance.
• Assist VIP guests and events with special requests.
• Collaborate with team to support front office operations.

Skills

Customer service

Communication

Multitasking

MS Office

Education

High school diploma or equivalent

Tools

PMS software

Hotel management software

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

• Greet and welcome guests upon arrival with exceptional hospitality and professionalism


• Process guest check-ins and check-outs efficiently while maintaining accuracy in all documentation


• Manage room reservations, modifications, and cancellations using the property management system


• Respond promptly to guest inquiries via phone, email, and in-person communication


• Provide concierge services including restaurant recommendations, local attraction information, and travel arrangements


• Handle guest concerns and complaints with empathy and resolve issues to ensure satisfaction


• Process payments and manage billing inquiries with accuracy and discretion


• Coordinate with housekeeping and maintenance departments to address guest requests and maintenance issues


• Maintain a clean, organized, and welcoming front desk environment


• Perform administrative duties including data entry, filing, and record maintenance


• Upsell hotel services and amenities to enhance guest experience and increase revenue


• Ensure compliance with security protocols and guest privacy regulations


• Assist with special requests and arrangements for VIP guests and events


• Collaborate with team members to support overall front office operations


• Maintain professional appearance and demeanor consistent with Fairmont standards at all times

Qualifications

Required Qualifications:

• High school diploma or equivalent qualification


• Minimum 1-2 years of guest service or front office experience in a hospitality setting


• Proficiency in using property management systems (PMS) and hotel management software


• Excellent verbal and written communication skills in English; additional languages preferred


• Strong customer service orientation with ability to handle guest interactions professionally


• Demonstrated ability to manage multiple tasks and prioritise effectively in a fast-paced environment


• Proficiency in Microsoft Office applications (Word, Excel, Outlook)


• Knowledge of hotel operations, reservation systems, and front office procedures

Additional Information

WHAT IS IN IT FOR YOU:

• Come As You Are


• Work With Purpose


• Grow, Learn and Enjoy


• Explore Limitless Possibilities