Guest Service Associate

5 days ago

Delhi Delhi, India Rakabi The Fern Resort, Igatpuri Full time

A **Front Office - Guest Service Associate** serves as the first point of contact for guests in a hospitality establishment. They are responsible for delivering exceptional customer service, handling guest inquiries, and ensuring a seamless check-in and check-out process.

**Key Responsibilities**:

- ** Guest Relations**
- Greet guests warmly and professionally upon arrival and departure.
- Handle guest check-ins and check-outs efficiently using the property management system.
- Assist guests with reservations, room assignments, and special requests.
- ** Customer Service**
- Address and resolve guest inquiries, complaints, and requests promptly and courteously.
- Provide accurate information about the property, amenities, local attractions, and services.
- Ensure guest satisfaction by anticipating needs and exceeding expectations.
- ** Front Desk Operations**
- Maintain a clean and organized front desk area.
- Operate phone systems to handle bookings, cancellations, and general inquiries.
- Process payments, verify billing, and maintain accurate records of transactions.
- ** Coordination**
- Liaise with other departments, such as housekeeping and maintenance, to address guest requirements.
- Coordinate with concierge services to arrange transportation, tours, or other guest activities.
- Maintain effective communication within the front office team.
- ** Record Keeping**
- Maintain accurate records of guest details, including check-in/check-out times, preferences, and feedback.
- Manage room inventory and update availability status in the system.
- Prepare daily reports on guest occupancy, issues, and front desk performance.
- ** Compliance and Safety**
- Adhere to company policies and procedures, including safety and security standards.
- Verify guest identities and maintain confidentiality of personal information.
- Ensure proper handling of keys and access cards.

**Qualifications and Skills**:

- ** Education**: High school diploma or equivalent (Bachelor’s degree in hospitality management is a plus).
- ** Experience**: Prior experience in customer service or front office roles (preferred but not mandatory).
- ** Skills**:

- Strong communication and interpersonal abilities.
- Proficiency in using property management systems and basic office software.
- Multitasking and time-management skills.
- Problem-solving attitude and attention to detail.
- Polite, professional demeanor with a customer-first approach.

**Work Environment**:

- Requires flexibility to work in shifts, including evenings, weekends, and holidays.
- Role involves standing for extended periods and interacting with a diverse range of guests.

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