Guest Service Associate - Front Office

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Novotel New Delhi City Centre is ideally located in the heart of Delhi. With 124 contemporary rooms, including four suites and a Presidential Suite, the hotel offers modern amenities, versatile event spaces, a rooftop infinity pool and fully equipped health club. Just minutes from New Delhi Railway Station, 45 minutes from Indira Gandhi International Airport, and well connected to the city's key business hubs, the hotel offers easy access to Delhi's cultural, shopping, and entertainment destinations.

Culinary experiences at Novotel New Delhi City Centre feature Food Exchange, The Flying Trunk rooftop bar and restaurant, and the Gourmet Bar, presenting diverse dining options in a contemporary setting. The hotel also offers 10,000 sqft. of flexible event and meeting spaces, thoughtfully designed for corporate gatherings, social celebrations, and seamless events, supported by professional service and tailored catering.

The hotel boasts a range of stylish rooms and luxurious suites. Guests can indulge in diverse dining experiences, unwind with refreshing drinks at the Gourmet Bar, stay active at the health club and enjoy flexible meeting spaces.

• Greet guests warmly and professionally, providing swift and seamless check-in and check-out experiences
• Address guest inquiries and resolve complaints in a timely and empathetic manner, consistently exceeding expectations
• Maintain detailed records of guest interactions and preferences to enhance personalized service delivery
• Respond proactively to special requests and communicate effectively with other departments to ensure guest satisfaction

**Front Office Operations**

• Manage room bookings and maintain accurate reservation records using the property management system
• Monitor and update room status in coordination with the Housekeeping department
• Maintain comprehensive front office logs and shift reports with meticulous attention to detail
• Process check-ins and check-outs efficiently while ensuring all administrative procedures are followed

**Administrative & Coordination**

• Maintain records of banquet functions and special events within the hotel
• Liaise with various departments to resolve day-to-day operational and administrative issues
• Adhere to all procedures and standards outlined in the hotel's operations manual
• Identify and implement service improvement initiatives to enhance guest experiences

**Team Support & Collaboration**

• Support team members in delivering consistent, high-quality service standards
• Contribute to a collaborative and inclusive work environment
• Communicate transparently with management regarding any matters affecting hotel operations
• Assist with additional responsibilities as delegated by management

**Required Qualifications**

• Diploma in Tourism, Hospitality Management, or equivalent qualification
• Minimum 6 months to 1 year of relevant front office or guest service experience (freshers with strong hospitality background are encouraged to apply)
• Excellent proficiency in English (reading, writing, and oral communication)
• Proficient working knowledge of Microsoft Excel, Word, and PowerPoint
• Experience with Opera or similar Property Management Systems
• Strong interpersonal and communication skills with ability to interact professionally with diverse guests
• Demonstrated problem-solving ability and conflict resolution skills
• Excellent organizational skills and attention to detail
• Ability to work efficiently in a fast-paced environment and manage multiple tasks simultaneously
• Professional demeanor and commitment to customer service excellence

**Preferred Qualifications**

• Proficiency in additional languages; basic understanding of local Tamil or Telugu languages is advantageous
• Prior experience in a hotel or hospitality establishment
• Familiarity with hotel front office procedures and guest service protocols
• Certification in hospitality or customer service training
• Experience with other hotel management systems or booking platforms

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