Job Description

: Guest Service Associate - Front Office, F&B Service & Housekeeping

Department:

Front Office, F&B Service & Housekeeping

Location:

The Orchid Hotel, Mumbai

Position Type:

Full-Time

About The Orchid Hotel Mumbai

The Orchid Mumbai is India's flagship 5-star Ecotel hotel, delivering sustainable luxury and exceptional hospitality. We are seeking an energetic, guest-focused

Guest Service Associate

to join our Front Office team and elevate the guest arrival experience.

Key Responsibilities:

Welcome guests with warmth and professionalism; manage check-in and check-out procedures efficiently. Provide accurate hotel information, assist with guest queries, and ensure guest comfort. Manage room assignments and reservation-related updates. Operate the PMS system (such as Innkey PMS / IDS/ Opera) for guest transactions and updates. Maintain smooth communication with all departments (Housekeeping, F&B, etc.) to exceed guest expectations. Handle billing, invoice settlement, and cashiering procedures as per hotel policy. Address guest complaints promptly, offering appropriate service recovery and escalating when necessary. Maintain lobby etiquette and ensure a welcoming, hospitable environment. Adhere to hotel brand standards to achieve exceptional guest satisfaction scores. Ensure proper documentation, paperwork, and compliance with hotel SOPs. Promote and upsell rooms, packages, and hotel services to maximize revenue.

Requirements:

0-3 years of experience in Front Office or Customer Service; freshers passionate about hospitality are welcome. Diploma/Degree in Hospitality Management or a relevant field preferred. Excellent communication skills in English; fluency in Hindi/Marathi is an advantage. Well-groomed appearance with a positive and engaging personality. Knowledge of PMS systems will be an advantage. Ability to work in shifts, including weekends and public holidays. Strong interpersonal, customer service, and problem-solving skills.

Education:

Preferred: Bachelor's / Diploma in Hospitality Management or related stream
Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹22,000.00 per month

Benefits:

Food provided Health insurance Leave encashment Life insurance Provident Fund
Work Location: In person