Guest Service Associate - Front Office

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences. 

As a Guest Service Associate, you will play a pivotal role in delivering personalized service and creating unforgettable experiences for our guests at Fairmont Mumbai. Your warm demeanor, attention to detail, and dedication to exceeding guest expectations will contribute to the success of our hotel.

Key Responsibilities:

• Warm Welcome: Greet guests with a genuine smile and a warm welcome upon arrival, setting the tone for their stay at Fairmont Mumbai.
• Check-in/Check-out: Assist guests with the check-in and check-out process, ensuring efficiency, accuracy, and a seamless experience.
• Room Preparation: Coordinate with housekeeping to ensure that guest rooms are prepared to the highest standards before arrival, including cleanliness, amenities, and special requests.
• Guest Assistance: Provide guests with information about hotel facilities, services, and local attractions, assisting with inquiries, reservations, and recommendations as needed.
• Problem Resolution: Address guest concerns and complaints promptly and professionally, seeking solutions to ensure guest satisfaction and retention.
• Safety and Security: Maintain a safe and secure environment for guests and colleagues by adhering to hotel policies and procedures, and promptly reporting any safety or security issues.
• Team Collaboration: Work closely with other departments, including housekeeping, front office, and food and beverage, to ensure seamless guest experiences and resolve any issues that may arise.
• Administrative Tasks: Assist with administrative duties such as answering phone calls, responding to emails, and maintaining guest records, ensuring accuracy and efficiency.
• Service Excellence: Strive to exceed guest expectations by delivering personalized service and anticipating their needs throughout their stay.

• Previous experience in a customer service or hospitality role is preferred but not required.
• Excellent communication and interpersonal skills, with a friendly and approachable demeanor.
• Strong attention to detail and the ability to multitask effectively in a fast-paced environment.
• Positive attitude and willingness to go above and beyond to ensure guest satisfaction.
• Flexibility to work various shifts, including weekends and holidays.
• Basic computer skills and familiarity with hotel management software (training will be provided).

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.