Job Description

Job Summary:

The Guest Service Associate (Front Office) is responsible for providing exceptional guest service at all touchpoints -- from check-in to check-out. The role ensures smooth front desk operations, efficient handling of guest requests, and upholding the highest standards of hospitality in line with The Orchid's eco-friendly and service excellence philosophy.

Key Responsibilities:

Guest Relations & Service Excellence:

Welcome and assist guests with warmth, courtesy, and professionalism. Handle check-in, check-out, and room assignment efficiently through the PMS (Property Management System). Respond promptly to guest queries, concerns, and requests ensuring guest satisfaction at all times. Maintain a positive and proactive attitude while resolving guest complaints or issues.

Operational Responsibilities:

Ensure accurate billing, posting of charges, and secure cash/credit card transactions. Coordinate with Housekeeping and other departments for smooth room status updates. Maintain guest records and ensure data confidentiality. Handle telephone calls, messages, and emails courteously and as per hotel standards.

Brand Standards & Grooming:

Uphold The Orchid's 5-star Ecotel service standards and sustainability values. Maintain impeccable grooming, uniform, and hygiene standards. Exhibit product knowledge of hotel facilities, services, and local attractions.

Coordination & Teamwork:

Support Front Office Executives and Duty Managers in daily operations. Liaise with Concierge, Bell Desk, Housekeeping, and F&B departments for guest satisfaction. Participate actively in departmental briefings, trainings, and audits.

Qualifications & Experience:

Degree/Diploma in Hotel Management or equivalent. Minimum 1-2 years of experience in Front Office operations at a reputed 4/5-star hotel (freshers with excellent communication skills may also apply). Proficient in PMS software (preferably Innkey/Opera).
Job Types: Full-time, Permanent

Pay: ?16,000.00 - ?19,000.00 per month

Benefits:

Food provided Health insurance
Work Location: In person