All Accor

Global hotel management, franchising, loyalty program

Guest Service Associate - Front Office

Hotel Guest ServicesUpdated on Nov 11

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A diploma in Tourism or Hospitality Management is required.
At least 1 year of relevant experience in a similar capacity is required.
Reading, writing, and verbal proficiency in English is required.
Working knowledge of Microsoft Excel, Word, and PowerPoint is required.

Responsibilities

Administer daily front-office operations, greet guests, handle guest queries and complaints, and book rooms.
Maintain high customer-service standards at the reception desk and consistently exceed customer expectations.
Motivate and develop the Reception team to ensure smooth departmental operations and promote teamwork.
Bring matters that may affect the hotel's interests to Management's attention.
Be responsible for INTERREACT.
Support the team in delivering effective and efficient services.
Resolve customer issues promptly and efficiently to ensure satisfaction.
Use resources optimally and cost-effectively, and educate the team on resource use.
Ensure the quality and appropriateness of customer service.
Maintain the Front Office log book and shift reports.
Respond to inquiries and resolve problems effectively.
Ensure guests receive smooth, professional, and friendly check-in and check-out service.
Maintain quality in all aspects of the job.
Keep records of banquets and other hotel functions.
Coordinate with other departments to resolve daily administrative and operational issues.
Perform other duties that fall within the reasonable expectations of the post.
Follow the Procedures and Standards Manual.
Initiate and implement service-improvement initiatives across all areas.
Coordinate with Housekeeping regarding room status.
Handle additional responsibilities delegated by Management.
Keep the workplace and storage areas clean and tidy.
Follow instructions and safety guidelines for equipment used.
Follow the hotel's security regulations, including fire-safety procedures.
Follow the hotel's Environment Charter commitments, including energy conservation, recycling, and waste sorting, and meet applicable Ibis ISO 14001 environmental commitments.

Desired Qualifications

Ability to speak other languages and a basic understanding of local languages are advantageous.

Job Description

Prime Function:

Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitors
Maintain high standards of customer services at the reception desk so that customers’ expectations are consistently exceeded.
Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
Any matter which may affect the interests of the hotel should be brought to the attention of the Management.
Responsible for INTERREACT.

Key Responsibilities:

People Management

Provide effective support to the team to enable them to provide effective and efficient services.
Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.

Financial Management

Identify optimal, cost-effective use of the resources and educate the team on the same.

Operational Management

Ensure quality and appropriateness of customer service provided.
To maintain Front Office log book and shift reports.
Respond to inquiries and resolve problems in an effective manner.
Ensure all guests receive a swift, smooth, professional and friendly check in and check out
Ensure quality in all aspects of the job.
Maintain record of all banquet and any other functions in the hotel.
Liaise with other departments for the resolution of day-to-day administrative and operational issues.
Carry out other duties which naturally fall within the reasonable expectations of the post.
Adhere to the Procedures & Standards Manual.
Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
Liaise with Housekeeping for the Room Status.
Handle additional responsibilities as and when delegated by the Management.

Hygiene / Personal safety / Environment:

Ensures that the workplace and storage areas remain clean and tidy
Respects the instructions and safety guidelines for the equipment (s)he uses
Applies the hotel's security regulations (in case of fire etc)
Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and meets Ibis ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme.

Qualifications

Diploma in Tourism / Hospitality Management
Minimum 1 year of relevant experience in a similar capacity
Excellent reading, writing and verbal proficiency in English language
Ability to speak other languages and basic understanding of local languages will be an advantage
Good working knowledge of MS Excel, Word, & PowerPoint

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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