Front Office Associate

3 days ago

Pune, India Centro Hotels Full time
Front Office Associate – Centro Hotels

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.
Guest Relations, Anticipating Needs & Creating Delightful Experiences:
  • 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.
Guest Relations & Problem Solving:
  • 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.
Administration & Communication:
  • 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.
Compliance & Safety:
  • 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.
Qualifications:
  • 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.
What We Offer:
  • 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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