Guest Service Associate

About the role

The Guest Service Associate ensures professional and courteous service to all guests at ibis Mumbai Vikhroli, aiming to exceed expectations at every touch point. You will be the face of the hotel, handling front‑office duties, supporting food‑and‑beverage operations, and coordinating with all departments to deliver a seamless stay.

Key responsibilities

• Welcome guests, greet them according to brand standards, and manage check‑in/check‑out procedures.
• Address guest inquiries, complaints, and special requests promptly and courteously.
• Oversee daily operations of the Guest Service department, including Front Office and F&B service.
• Maintain accurate guest and hotel accounts, ensuring all charges are posted correctly.
• Promote hotel facilities and menu specials to maximize sales.
• Inspect and prepare operating equipment, linen, condiments, and table settings before service.
• Handle luggage, control room inventory, and assign rooms based on guest needs.
• Report equipment malfunctions, emergencies, or security concerns to management.

Required profile

• Strong people‑management skills with the ability to lead and motivate a team.
• Excellent customer‑service orientation and problem‑resolution abilities.
• Ability to coordinate effectively with all hotel departments.
• Attention to cost‑effective resource use and loss prevention.
• Commitment to health, safety, and security standards.

Required skills

• Familiarity with front‑office procedures and hotel property layout.
• Knowledge of menu items and ability to advise guests on specials.
• Competence in handling guest accounts and billing systems.
• Experience with inventory control and room allocation.
• Awareness of occupational health and safety regulations.