Guest Service Associate

19 hours ago

Kumily, Kerala, India 08d35f89-a305-4345-9dcf-bfc6b3695fa4 Full time ₹ 2,00,000 - ₹ 2,50,000 per year

Position Summary:

The Guest Service Associate is responsible for ensuring a warm, welcoming, and efficient guest experience from arrival to departure. The role involves providing professional and courteous service, managing check-in/check-out procedures, addressing guest inquiries, and maintaining high service standards in alignment with the resort's hospitality values.

Key Responsibilities:

  • Guest Reception & Check-in/Check-out:
  • Greet and welcome guests warmly upon arrival. Assist efficiently with check-in and check-out processes, ensuring accuracy in documentation and billing.
  • Guest Relations & Communication:
  • Handle guest inquiries and requests promptly and professionally, ensuring their needs are met and expectations exceeded. Maintain effective communication with other departments to ensure smooth guest service delivery.
  • Complaint Handling:
  • Address guest complaints or concerns promptly and effectively, taking proactive measures to resolve issues and ensure guest satisfaction. Escalate unresolved matters to supervisors or the Front Office Manager as required.
  • Information & Assistance:
  • Provide guests with accurate information regarding hotel facilities, amenities, and services. Offer guidance and recommendations on local attractions, dining options, and travel arrangements.
  • Operational Support:
  • Coordinate with Housekeeping, F&B, and other departments to ensure room readiness, special requests, and seamless guest experiences.
  • Record Keeping:
  • Maintain accurate guest records, room allocations, and financial transactions in the system in compliance with standard operating procedures.
  • Professional Conduct:
  • Uphold the brand's image through professional grooming, communication, and service behaviour. Ensure the lobby and front desk areas are well-organized and presentable at all times.
  • Safety & Compliance:
  • Adhere to hotel policies, safety standards, and data privacy protocols. Ensure compliance with all guest service procedures and company policies.

General:

  • Handle additional responsibilities as directed by the manager on an as-needed basis.
  • Adhere to and implement company policies and procedures diligently.
  • Serve as a brand ambassador, ensuring consistent brand representation and upholding integrity.

Qualifications & Skills:

  • Bachelor's/Diploma in Hotel Management or equivalent qualification.
  • Strong communication and interpersonal skills.
  • Proficient in hotel management software (e.g., IDS, Opera, or equivalent).
  • Positive attitude, adaptability, and attention to detail.
  • Previous experience in a similar role preferred.

Job Type: Full-time

Benefits:

  • Food provided
  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Work Location: In person

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