All Accor

Global hotel management, franchising, loyalty program

Guest Service Associate - Front Office

Hotel Guest ServicesUpdated on Nov 11

Full-timeNew Delhi, Delhi, IndiaNo salary listedIn-person

About the Job

Requirements

A diploma or degree in Tourism or Hospitality Management.
Strong leadership, interpersonal, and training skills.
Good communication and customer contact skills.
Results- and service-oriented, with attention to detail.
Ability to multitask and work effectively in stressful, high-pressure situations.

Responsibilities

Conduct daily briefings and ensure pertinent information is communicated to team members.
Manage and supervise staff tasks to ensure high-quality service and compliance with department standards.
Review and analyze workflows and standards at the Front Desk and recommend improvements.
Analyze rate variance reports to control room revenue and approve discounts and rebates.
Communicate with the Front Office Manager about guest services and hotel operations.
Document guest-related issues in the logbook.
Sign media and supervise shift handover procedures.
Coordinate with other hotel departments on general administration and operational issues.
Maintain a management presence by assisting with guest needs and complaints tactfully and efficiently.
Assist Guest Relations with greeting, rooming, and sending off guests.
Inspect front- and back-of-house areas regularly for cleanliness and orderliness.
Ensure front-line staff comply with marketing techniques and maximize sales.
Check billing instructions, monitor guest credit, and act on discrepancies.
Coordinate full-house situations and arrange responses to overbooking and guest relocations.
Ensure on-call valet desks and driveways are staffed and operate efficiently.
Ensure compliance with safety, security, and loss-control policies and procedures in the lobby and driveway, and handle hotel emergencies.
Conduct the hotel night audit process.

Job Description

Primary Responsibilities

Front Office Operation

Conduct daily briefings and ensure that all pertinent information is well received by team members
Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
Review, analyze and suggest improvement of work flow and standards at the Front Desk
Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
Communicate with Front Office Manager on all matters regarding guest services & hotel operations
Ensure documentation of all guest related issues using the logbook
Sign media and supervise shift handover procedures
Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
Assist Guest Relations in greeting, rooming, and sending off guests
Inspect front of house and back of house regularly for cleanliness and orderliness
Ensure that front line staff complies with marketing techniques and maximizes sales
Check billing instructions, monitor guest credit and act upon any discrepancies
Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
Conduct Night Audit Process for hotel

Qualifications

•Diploma/Degree in Tourism / Hospitality Management

Additional Information

Strong leadership, interpersonal and training skills
Good communication and customer contact skills
Results and service oriented with an eye for details
Ability to multi-task, work well in stressful & high-pressure situations

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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