Job Description

Position Title:

Guest Service Associate

Department:

Front office

Reporting To:

Front Office Supervisor / Front Office Manager

Location:

Fragrant Nature Resort Paravur

Job Purpose

Deliver warm, efficient, and accurate front desk services--check-in/out, reservations, guest queries, cashiering--ensuring high guest satisfaction and adherence to brand standards and statutory requirements.

Key Responsibilities

Guest Handling & Service

Welcome guests, verify identity, complete registration, assign rooms as per preferences. Handle check-ins/outs swiftly; coordinate luggage assistance and escorts. Address queries, handle complaints tactfully, and escalate when needed. Manage VIPs, repeat guests, special occasions; ensure amenities and room blocks.

Reservations & Room Control

Create/modify/cancel reservations; manage no-shows and late arrivals. Coordinate closely with Housekeeping and Engineering on room status and defects. Post charges/payments accurately; handle cash/UPI/cards per SOP. Issue GST invoices correctly; reconcile folios and maintain shift drops,

Systems & Communication

Maintain clear handovers and logbooks; manage email and phone etiquette. Coordinate with all departments (F&B, Spa, Transport, Security) for guest requests and dispatch.

Compliance & Safety

Verify KYC as per hotel policy; for foreign nationals ensure Form-C/FRRO entry as applicable. Follow data privacy (no card details on paper), key control, lost & found, and emergency procedures. Maintain float security, document control, and audit readiness.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?16,000.00 per month

Work Location: In person