All Accor

Global hotel management, franchising, loyalty program

Guest Service Associate Front Office

Hotel Guest ServicesUpdated on Nov 11

Full-timeGuwahati, Assam, IndiaNo salary listedIn-person

About the Job

Requirements

A university graduate, Hotel Management, or Hotel School Diploma is required.
At least one year of experience in front desk operations at a five-star hotel chain is required.
Prior leadership experience is required.
Experience with Opera or a related system is required.
A service-focused personality and the ability to communicate effectively, interact with others, and take initiative are required.
The ability to build and maintain good relationships with stakeholders is required.
The ability to communicate thoughts, actions, and opportunities clearly is required.
The ability to lead by example and contribute to a strong team culture and high performance is required.

Responsibilities

Administer front-office operations, greet guests, address guest queries and complaints, and book rooms.
Maintain high customer-service standards at the reception desk and consistently exceed customer expectations.
Support and motivate the reception team to ensure smooth departmental functioning and teamwork.
Bring matters that may affect the interests of the hotel to management’s attention.
Provide effective support to the team to enable efficient service delivery.
Resolve customer issues promptly and efficiently to ensure satisfaction.
Identify cost-effective use of resources and educate the team about 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 a swift, smooth, professional, and friendly check-in and check-out.
Maintain quality in all aspects of the job.
Maintain records of banquet and other hotel functions.
Liaise with other departments to resolve day-to-day administrative and operational issues.
Perform other duties within the reasonable expectations of the post.
Adhere to 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.

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 Novotel Ibis Chennai OMR should be brought to the attention of the Management.
I am 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.

Qualifications

University graduate / Hotel Management/ Hotel School Diploma.
min 1 year experience in 5 Star Hotel Chain in Front desk operations.
Excellent communication skill, ability to interact and take initiative. Able to lead and motivate the team.
Your experience and skills include: Service focused personality is essential and previous leadership experience required.
Prior experience working with Opera or a related system.
Proven ability to build and maintain good relationships with all stakeholders.
Communicate thoughts, actions and opportunities clearly with strong networking skills.
Ability to lead by example, believe in a strong team culture and set the scene for high performance.

Additional Information

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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