Guest Service Associate Front Office - Holiday Inn Express Chennai OMR Thoraipakkam

Job description

Key Responsibilities Guest Service • Welcome guests with a warm, friendly, and professional attitude. • Perform efficient check-in and check-out procedures. • Verify guest reservations and identification. • Provide accurate information about hotel facilities, services, and local attractions. • Handle guest inquiries, requests, and complaints promptly and professionally. • Ensure guest satisfaction throughout their stay. Reservations • Process room reservations, amendments, cancellations, and walk-ins. • Maximize room occupancy through effective room allocation. • Promote hotel services and loyalty programs (IHG One Rewards). • Upsell room categories and hotel services whenever possible. Cashiering • Handle cash, credit card, and digital payment transactions accurately. • Prepare guest bills and ensure accurate posting of charges. • Balance cash float and shift reports. • Follow hotel cash handling and financial procedures. Communication • Coordinate effectively with Housekeeping regarding room status. • Liaise with Engineering for maintenance requests. • Communicate guest preferences and special requests to relevant departments. • Maintain proper shift handover. Guest Relations • Build positive relationships with guests. • Recognize repeat and VIP guests. • Resolve guest complaints following the service recovery process. • Maintain confidentiality of guest information. Administrative Responsibilities • Maintain accurate guest records in the Property Management System (PMS). • Update room status and reservation details. • Complete daily reports and shift checklists. • Ensure compliance with hotel SOPs and IHG brand standards. Safety & Security • Follow hotel safety, fire, and emergency procedures. • Verify guest identity before issuing room keys. • Report suspicious activities immediately. • Ensure compliance with data privacy and security policies. Required Skills • Excellent communication skills. • Strong customer service orientation. • Positive attitude and professional grooming. • Good problem-solving ability. • Basic computer knowledge. • Familiarity with PMS (Opera preferred). • Ability to work in rotational shifts. • Team player with strong interpersonal skills. • Good English communication (additional languages are an advantage). Qualifications • Graduate or Diploma in Hotel Management or Hospitality. • 0–2 years of experience in Front Office or Guest Relations (freshers may also be considered). Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.