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Front Office Associate/Front Desk Assistant/GSA/ Receptionist

As a Front Desk Receptionist or Front Office Assistant, you will serve as the first point of contact for guests and play a crucial role in providing excellent customer service and ensuring the efficient operation of the front office. Your primary responsibility is to greet and assist guests, handle check-ins and check-outs, and provide information about hotel services and facilities. A Front Desk Receptionist or Front Office Assistant is often the first and last point of contact for guests, making their role crucial in creating a positive guest experience. This position requires excellent communication skills, attention to detail, and the ability to handle various responsibilities efficiently while delivering exceptional customer service.

Key Responsibilities:

1. Guest Greeting and Assistance:

  • Warmly welcome arriving guests, addressing them courteously and professionally.
  • Assist guests with check-in and check-out procedures, including verifying reservations, collecting payments, and issuing room keys.
  • Provide information about hotel amenities, local attractions, and services.

2. Front Desk Operations:

  • Answer incoming phone calls and direct inquiries to the appropriate department or staff member.
  • Handle guest requests and concerns promptly, aiming for satisfactory resolutions.
  • Maintain a clean and organized front desk area.

3. Reservations and Room Assignments:

  • Assist in processing reservations, ensuring accuracy in booking information.
  • Assign rooms to guests based on preferences and availability.
  • Provide guests with information about room rates and availability.

4. Check-In and Check-Out Procedures:

  • Verify guest identification and payment methods, ensuring compliance with hotel policies.
  • Process guest check-ins efficiently, collect necessary information, and provide key cards.
  • Facilitate guest check-outs, settle bills, and handle the return of room keys.

5. Guest Communication:

  • Respond to email inquiries and guest messages, providing clear and informative responses.
  • Relay messages to guests and hotel staff as needed.
  • Assist in handling reservations and changes.

6. Assistance to Guests with Special Needs:

  • Offer assistance to guests with disabilities or special needs, ensuring they have a comfortable stay.
  • Provide information on accessible facilities and services.

7. Safety and Security:

  • Follow hotel security procedures and protocols, including emergency response measures.
  • Monitor and maintain the security of guest information and belongings.

8. Cash Handling and Record-Keeping:

  • Handle cash and credit card transactions accurately, following established procedures.
  • Maintain records of guest transactions and financial activities.

9. Front Office Support:

  • Assist the Front Office Manager/ Duty Manager or Supervisor with various tasks, including reservations, room assignments, and guest services coordination.

Qualifications:

  • High school diploma or equivalent (Bachelor's degree in Hotel Management or related field is a plus).
  • Previous experience in a customer service or front office role is preferred.
  • Excellent communication and interpersonal skills.
  • Proficiency in using hotel management software preferably IDS and basic office software (MS Office).
  • Attention to detail and strong organizational skills.
  • Ability to remain calm and professional in high-pressure situations.
  • A customer-centric attitude and a passion for providing exceptional service.
  • Willingness to work flexible shifts, including nights, weekends, and holidays.
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