Front Office Guest Service Associate-HIEX BLREP

Key Responsibilities Guest Service

Welcome and greet guests warmly upon arrival.

Handle check-in, check-out, and room assignment efficiently using the PMS system.

Respond promptly to guest inquiries, requests, and complaints with professionalism.

Promote IHG One Rewards loyalty program to guests.

Provide accurate information on hotel services, facilities, and local attractions.

Ensure guest privacy, safety, and confidentiality at all times.

Operational Duties

Handle cash, credit card transactions, and billing accurately.

Manage reservations, cancellations, and amendments as per hotel policy.

Coordinate with housekeeping and engineering for room readiness and maintenance issues.

Maintain the front desk, lobby area, and workstations in a neat and professional manner.

Prepare daily reports, handovers, and logbooks for smooth shift transitions.

Team & Compliance

Work closely with other departments to ensure guest satisfaction.

Attend departmental briefings and training sessions.

Follow IHG brand standards, SOPs, and guest service guidelines.

Comply with hotel policies on safety, hygiene, and security.

Job Requirements

Education: High School / Diploma in Hotel Management preferred.

Experience: Previous Front Office / customer service experience desirable; freshers may be considered.

Skills & Competencies:

Excellent communication skills (English essential; additional languages a plus)

Positive attitude and guest-oriented approach

Computer literacy and familiarity with PMS (Opera or similar)

Ability to multitask and remain calm under pressure

Strong interpersonal and teamwork skills