Guest Service Associate – Front Office

About the role

As a Guest Service Associate you will be the first friendly face that welcomes guests and sets the tone for a memorable stay. You will handle check‑ins and check‑outs, manage bookings and up‑selling opportunities, and act as a trusted point of contact for any guest needs.

Key responsibilities

• Acknowledge IHG Rewards Club members and returning guests in person or by phone.
• Take and manage guest reservations, suggest upgrades and promote additional services.
• Process cash and credit transactions accurately.
• Check guests in and out swiftly, verify IDs, issue room keys and control safety‑deposit boxes.
• Record guest preferences, respond to messages, requests and concerns, and follow up as needed.
• Assist guests with billing issues, provide local information and involve management when required.
• Follow all safety procedures, report incidents and wear required protective gear.
• Maintain a professional appearance as a brand ambassador and stay informed about daily events and activities.
• Support colleagues with ad‑hoc duties when needed.

Required profile

• Excellent interpersonal and communication skills.
• Strong customer‑service orientation with a warm, welcoming attitude.
• Ability to multitask and handle cash/credit transactions accurately.
• Attention to detail when verifying IDs and managing safety‑deposit boxes.
• Proactive problem‑solver who can anticipate guest needs.
• Commitment to safety protocols and brand standards.

Required skills