Job Description

Position Summary:

The Guest Service Associate is responsible for ensuring a warm, welcoming, and efficient guest experience from arrival to departure. The role involves providing professional and courteous service, managing check-in/check-out procedures, addressing guest inquiries, and maintaining high service standards in alignment with the resort's hospitality values.

Key Responsibilities:

Guest Reception & Check-in/Check-out:

Greet and welcome guests warmly upon arrival. Assist efficiently with check-in and check-out processes, ensuring accuracy in documentation and billing.

Guest Relations & Communication:

Handle guest inquiries and requests promptly and professionally, ensuring their needs are met and expectations exceeded. Maintain effective communication with other departments to ensure smooth guest service delivery.

Complaint Handling:

Address guest complaints or concerns promptly and effectively, taking proactive measures to resolve issues and ensure guest satisfaction. Escalate unresolved matters to supervisors or the Front Office Manager as required.

Information & Assistance:

Provide guests with accurate information regarding hotel facilities, amenities, and services. Offer guidance and recommendations on local attractions, dining options, and travel arrangements.

Operational Support:

Coordinate with Housekeeping, F&B, and other departments to ensure room readiness, special requests, and seamless guest experiences.

Record Keeping:

Maintain accurate guest records, room allocations, and financial transactions in the system in compliance with standard operating procedures.

Professional Conduct:

Uphold the brand's image through professional grooming, communication, and service behaviour. Ensure the lobby and front desk areas are well-organized and presentable at all times.

Safety & Compliance:

Adhere to hotel policies, safety standards, and data privacy protocols. Ensure compliance with all guest service procedures and company policies.

General:

Handle additional responsibilities as directed by the manager on an as-needed basis. Adhere to and implement company policies and procedures diligently. Serve as a brand ambassador, ensuring consistent brand representation and upholding integrity.

Qualifications & Skills:

Bachelor's/Diploma in Hotel Management or equivalent qualification. Strong communication and interpersonal skills. Proficient in hotel management software (e.g., IDS, Opera, or equivalent). Positive attitude, adaptability, and attention to detail. Previous experience in a similar role preferred.
Job Type: Full-time

Benefits:

Food provided Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person