Front Office Guest Service Associate

About the role

As a Front Office Guest Service Associate you will be the first point of contact for guests at the Holiday Inn Express Kolkata New Town, delivering a warm welcome and ensuring a memorable stay. You will handle check‑ins and check‑outs, manage reservations, and respond to guest inquiries both in person and over the phone.

Key responsibilities

• Greet guests, acknowledge IHG Rewards Club members and returning visitors.
• Process reservations, upsell services, and promote hotel amenities.
• Handle cash and credit transactions accurately.
• Perform check‑in and check‑out procedures, issue room keys and manage safety deposit boxes.
• Record guest preferences, respond to requests, and resolve issues promptly.
• Provide local information, assist with billing queries and involve management when needed.
• Follow safety protocols, report incidents and wear required protective gear.
• Maintain personal appearance as a brand ambassador and stay informed about daily events.
• Support colleagues with ad‑hoc duties as required.

Required profile

• Excellent communication and problem‑solving abilities.
• Fluency in the local language; additional languages a plus.
• Basic literacy, numeracy and computer skills.
• Flexibility to work night, weekend and holiday shifts.
• High school diploma; college degree optional.
• At least one year of front‑desk or guest‑service experience.
• Ability to lift or move objects up to 50 lb (23 kg).

Required skills

What we offer

• 5‑day work week with on‑duty meals.
• Medical insurance and ESIC where applicable.
• Learning and development programmes.
• Employee stay and food‑and‑beverage discounts across IHG hotels.
• Opportunity for global internal transfers after 18 months.