Guest Service Associate - Front Office (225-928)

A Guest Service Associate - Front Office is the first point of contact for hotel guests and plays a critical role in ensuring an exceptional guest experience. This role requires a warm, friendly demeanor and the ability to multitask in a fast-paced environment. The Guest Service Associate is responsible for managing reservations, check-ins, and check-outs, and for providing comprehensive service that enhances guests' satisfaction throughout their stay. This position is perfect for individuals who are passionate about hospitality and have a keen eye for detail. A high level of professionalism, excellent communication skills, and a commitment to guest satisfaction are essential in this role. The ideal candidate enjoys interacting with people, resolving issues promptly, and creating memorable experiences for guests.

Responsibilities

• Greet all hotel guests upon their arrival with a friendly demeanor.
• Efficiently manage the check-in and check-out processes for guests.
• Handle and manage guest reservations and cancellations accurately.
• Respond promptly to guest inquiries and provide accurate information.
• Address and resolve guest complaints or issues in a timely manner.
• Coordinate with housekeeping and maintenance to ensure room readiness.
• Maintain a clean and organized front desk and lobby area.
• Process payments and post charges to guests' accounts efficiently.
• Offer concierge services such as taxi bookings and restaurant reservations.
• Maintain security by following protocols and security measures.
• Collaborate with other departments to ensure high-quality guest service.
• Collect and provide guest feedback to improve service delivery.

Requirements

• High school diploma or equivalent; hospitality training preferred.
• Previous experience in a hotel front desk or customer service role.
• Strong verbal and written communication skills in English.
• Ability to work flexible hours including evenings, weekends, and holidays.
• Proficient in using property management software and Microsoft Office.
• Excellent interpersonal and problem-solving skills for guest interactions.
• Ability to remain calm and composed during high-pressure situations.