Front Office Associate
3 days ago
Location: Pune, India
About Us: Centro Hotels, part of SARC Hospitality, is known for creating unforgettable guest experiences with a focus on thoughtful design, sustainability, and innovative service. Our vibrant properties, including Chirp Café, Bloom Event Space, and exceptional hospitality services, aim to exceed expectations. We are looking for a Front Office Associate to join our team and assist in delivering warm and efficient service to our guests.
Job Overview:The Front Office Associate will be responsible for managing the front desk operations, providing excellent guest service, handling check-ins and check-outs, and supporting the Front Office Executive and Front Office Manager . The ideal candidate will be friendly, organized, and attentive to guest needs, playing a key role in ensuring that each guest’s experience is seamless from the moment they arrive until their departure.
Key Responsibilities: Guest Service & Front Desk Operations:- Guest Reception: Welcome guests warmly upon arrival and provide a professional check-in and check-out process.
- Room Allocation: Assist in assigning rooms based on guest preferences, special requests, and availability, ensuring a smooth arrival experience.
- Handling Reservations: Manage reservations, cancellations, and modifications efficiently, ensuring accurate records in the hotel’s property management system (PMS).
- Guest Queries & Requests: Address guest inquiries and requests, providing information on hotel services, local attractions, and dining options.
- Concierge Services: Assist with concierge services, such as booking transportation, event tickets, and dining reservations.
- Personalized Service: Take the initiative to anticipate guest needs by observing preferences and proactively offering assistance or special amenities.
- Guest Engagement: Actively engage with guests to understand their needs and ensure their stay is as comfortable as possible.
- Delightful Experiences: Create memorable and delightful moments for guests by arranging small surprises, such as personalized welcome notes, special amenities for kids or elderly guests, or assisting with celebrations.
- Guest Feedback & Preferences: Record and maintain guest preferences and feedback for future stays, ensuring personalized and seamless experiences each time they visit.
- Issue Resolution: Handle guest complaints or issues calmly and professionally, escalating to the Front Office Executive or Front Office Manager when necessary, but aiming to resolve matters quickly and effectively.
- Guest Satisfaction: Ensure that each guest leaves with a positive impression, taking feedback and acting on opportunities for improvement.
- Special Requests: Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests, such as room upgrades, amenities, or maintenance needs.
- Billing & Payments: Assist in preparing and processing guest bills, handling cash, card, and digital payments, and ensuring that financial transactions are accurate.
- Coordination: Communicate guest preferences and special requests to relevant departments, ensuring personalized service throughout the guest's stay.
- Telephone Management: Answer phone calls promptly and professionally, managing external inquiries and internal guest requests.
- Reporting: Maintain accurate guest records and contribute to daily front desk reports, updating information for the management team.
- Safety & Security: Follow hotel policies and procedures to ensure guest safety, security, and compliance with legal requirements.
- Health & Hygiene: Ensure that the front office area is clean, organized, and adheres to hygiene and safety standards.
- Diploma or bachelor’s degree in Hospitality Management or a related field.
- Prior experience as a front desk agent, receptionist, or customer service associate in the hospitality industry is preferred.
- Excellent communication and interpersonal skills, with a focus on guest satisfaction.
- Strong organizational skills and attention to detail.
- Ability to handle multiple tasks efficiently, even during busy times.
- Familiarity with property management systems (PMS) and hotel booking software.
- Proficiency in MS Office applications, particularly Word and Excel.
- Flexibility to work in shifts, including evenings, weekends, and holidays.
- Competitive salary and benefits package.
- Opportunities for career growth and development within SARC Hospitality.
- A supportive and dynamic work environment that values teamwork and guest service.
- Employee discounts on dining and events at Chirp Café and Bloom Event Space.
- The chance to be part of a growing hospitality brand with a focus on innovation and excellence.
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