Guest Service Associate - Front Office

About the Company

Accor is more than just a global leader in hospitality; it is a place where your unique personality fits perfectly with its brands and opportunities. At Accor, you are supported to grow and learn daily with a purposeful work environment, enabling you to write your own story as part of a limitless journey in hospitality.

Job Overview

The Guest Service Associate will be responsible for the daily management of front office operations including greeting guests, handling inquiries and complaints, and managing room bookings. The role requires maintaining exemplary customer service standards at the reception to consistently exceed guest expectations while fostering teamwork within the reception team. This position also involves coordinating with other departments to maintain smooth operations and adhering to organizational procedures and standards.

Key Duties and Responsibilities

• Perform daily administrative tasks including welcoming guests and managing their queries and reservations.
• Uphold exceptional service quality at the reception desk to surpass customer expectations.
• Encourage and support the reception team to ensure seamless departmental operations and collaboration.
• Report any issues impacting Novotel Ibis Chennai OMR to management immediately.
• Support team members to deliver efficient and effective customer service.
• Resolve guest complaints promptly to maintain high satisfaction levels.
• Promote cost-effective use of resources and train the team accordingly.
• Maintain front office logs and shift reports accurately.
• Ensure a smooth, friendly, and professional process for guest check-in and check-out.
• Keep detailed records of all banquet and function activities within the hotel.
• Work collaboratively with housekeeping to monitor room status.
• Handle additional duties as delegated by management.
• Follow the hotel's Procedures & Standards Manual closely.
• Proactively develop and implement initiatives that enhance service quality.

Candidate Profile and Requirements

• Excellent communication abilities and strong skills in guest engagement.
• Detail-oriented with a strong service mindset.
• Ability to work effectively within a team and contribute positively.
• Self-driven with a dynamic and energetic approach to work.
• Professional appearance and grooming at all times.