Front Office Associate

2 days ago

Shivajinagar Pune Maharashtra, India Hotel Centro Full time

**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.

**Job Types**: Full-time, Permanent

Pay: ₹14,000.00 - ₹22,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Rotational shift

Supplemental Pay:

- Yearly bonus

**Experience**:

- Hotel Front Office: 1 year (required)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

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