Front Office Associate – Guest Relations

About the role

Ciarens, an eco‑luxury beachfront resort in Palolem, is looking for a Front Office Associate who will be the first and most consistent point of contact for guests. You will shape the guest experience from arrival through departure, delivering the warm, personalized service that defines the property.

Key responsibilities

• Manage guest check‑in and check‑out efficiently and with genuine warmth.
• Serve as the primary guest‑relations contact, anticipating needs, resolving issues, and personalising stays.
• Handle reservations, room allocation, and billing accurately using the property management system.
• Respond promptly to guest enquiries via phone, email and WhatsApp.
• Coordinate with Housekeeping and F&B to ensure room readiness and dining preferences.
• Provide local recommendations, transport assistance, and arrange excursions or beach activities.
• Collect guest feedback, encourage online reviews, and escalate concerns as needed.
• Maintain front office records, cash handling, and shift handover documentation.
• Communicate property policies clearly, including parking, pet policy, and stay‑benefit details.
• Support the Reservations/OTA Executive during peak booking periods.

Required profile

• 2–4 years of front office or guest‑relations experience in a hotel or resort.
• Diploma or degree in Hotel Management preferred.
• Excellent spoken and written English; additional languages a plus.
• Flexibility to work shifts, weekends and peak season.

Required skills

• Working knowledge of a PMS such as Opera, IDS or eZee.
• Proficiency in WhatsApp‑based guest communication and online review platforms.