Guest Service Associate – Front Office

About the role

The Guest Service Associate is the first point of contact for hotel guests, responsible for delivering exceptional service at the front desk. You will manage daily administrative tasks, handle reservations, and resolve guest inquiries and complaints while ensuring smooth operations of the reception area.

Key responsibilities

• Greet guests, manage check‑in and check‑out processes efficiently and professionally.
• Handle room bookings, cancellations, and modifications using the property management system.
• Address guest queries and complaints promptly to maintain high satisfaction levels.
• Maintain the Front Office log book, shift reports, and records of banquet and other hotel functions.
• Support and motivate the reception team, fostering teamwork and consistent service quality.
• Identify cost‑effective resource use and educate the team on financial best practices.
• Liaise with housekeeping, other departments, and management to resolve operational issues.
• Adhere to the hotel’s Procedures & Standards Manual and proactively suggest service improvements.

Required profile

• Diploma in Tourism or Hospitality Management.
• Fresher or 6 months to 1 year of relevant front‑office experience.
• Excellent reading, writing and oral proficiency in English; additional languages are a plus.
• Strong communication and customer‑service orientation.

Required skills

• Proficiency in MS Excel, Word and PowerPoint.
• Experience with Opera or a similar Property Management System.