Guest Service Associate - Front Office
Location: Hyderabad, Telangana, India
As a Guest Service Associate - Front Office, you're the first point of contact for our guests, setting the tone for their entire stay. You'll handle all aspects of guest check-ins and check-outs, efficiently manage payments, and be a friendly source of information and assistance. Your role is vital in ensuring every guest receives exceptional service and leaves with a memorable impression.
Your Responsibilities
Guest Registration & Financial Transactions:
- Process all guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys.
- Process all payment types, including room charges, cash, checks, debit, and credit cards.
- Handle all check-outs, including resolving any late or disputed charges efficiently.
- Run daily reports (e.g., number of arrivals, departures), identify special requests, and check reports for accuracy.
- Complete designated cashier and closing reports accurately in the computer system.
- Cash guests personal and traveler's checks.
- Count your bank at the beginning and end of each shift, balancing and dropping receipts according to Accounting specifications.
Information & Support:
- Answer, record, and process all guest calls, messages, requests, questions, or concerns promptly.
- Coordinate with Housekeeping to track the readiness of rooms for check-in.
- Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
- Supply guests with directions and information regarding the property and local areas of interest.
Professionalism & Safety:
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to your manager.
- Ensure your uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information and protect company assets.
- Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; and thank guests with genuine appreciation.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with colleagues.
- Comply with all quality assurance expectations and standards.
Physical Requirements
- Stand, sit, or walk for an extended period of time.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None.
