Guest Service Associate Front Office - Holiday Inn Express Chennai OMR Thoraipakkam

InterContinental Hotels Group; Chennai District; On-site; INR 250,000 - 360,000; Full time

Job summary

InterContinental Hotels Group in Chennai is seeking a Front Office/Guest Relations associate to welcome guests, manage check-in/check-out, and handle reservations with accuracy.

The role requires excellent communication, a customer-service mindset, and ability to work in rotational shifts, with familiarity of Opera PMS. Fresh graduates with hotel management qualifications are welcome; 0–2 years experience preferred; training provided.

Qualifications

• Graduate or Diploma in Hotel Management or Hospitality.
• 0–2 years of Front Office or Guest Relations experience; freshers may apply.

Responsibilities

• Assist guests at front desk and handle check-in/check-out.
• Process reservations, amendments, cancellations, and walk-ins.
• Handle billing and POS transactions with accuracy.
• Coordinate with Housekeeping and Engineering for room status.
• Maintain guest records in PMS and daily reports.
• Ensure safety, privacy, and data protection policies.
• Upsell services and promote loyalty programs.

Skills

Excellent communication

Customer service

Professional grooming

Problem solving

Basic computer skills

PMS Opera familiarity

Rotational shifts

Team player

English communication

Education

Graduate or Diploma in Hotel Management

Tools

PMS Opera

Job description

Key Responsibilities

Guest Service

• Welcome guests with a warm, friendly, and professional attitude.
• Perform efficient check-in and check-out procedures.
• Verify guest reservations and identification.
• Provide accurate information about hotel facilities, services, and local attractions.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Ensure guest satisfaction throughout their stay.

Reservations

• Process room reservations, amendments, cancellations, and walk-ins.
• Maximize room occupancy through effective room allocation.
• Promote hotel services and loyalty programs (IHG One Rewards).
• Upsell room categories and hotel services whenever possible.

Cashiering

• Handle cash, credit card, and digital payment transactions accurately.
• Prepare guest bills and ensure accurate posting of charges.
• Balance cash float and shift reports.
• Follow hotel cash handling and financial procedures.

Communication

• Coordinate effectively with Housekeeping regarding room status.
• Liaise with Engineering for maintenance requests.
• Communicate guest preferences and special requests to relevant departments.
• Maintain proper shift handover.

Guest Relations

• Build positive relationships with guests.
• Recognize repeat and VIP guests.
• Resolve guest complaints following the service recovery process.
• Maintain confidentiality of guest information.

Administrative Responsibilities

• Maintain accurate guest records in the Property Management System (PMS).
• Update room status and reservation details.
• Complete daily reports and shift checklists.
• Ensure compliance with hotel SOPs and IHG brand standards.

Safety & Security

• Follow hotel safety, fire, and emergency procedures.
• Verify guest identity before issuing room keys.
• Report suspicious activities immediately.
• Ensure compliance with data privacy and security policies.

Required Skills

• Excellent communication skills.
• Strong customer service orientation.
• Positive attitude and professional grooming.
• Good problem-solving ability.
• Basic computer knowledge.
• Familiarity with PMS (Opera preferred).
• Ability to work in rotational shifts.
• Team player with strong interpersonal skills.
• Good English communication (additional languages are an advantage).

Qualifications

• Graduate or Diploma in Hotel Management or Hospitality.
• 0–2 years of experience in Front Office or Guest Relations (freshers may also be considered).