Guest service associate - Front Office

Accor is a multinational hospitality company headquartered in France. It's one of the largest hotel groups globally and operates in over 100 countries. Accor was founded in 1967 by Paul Dubrule and Gérard Pélisson. It initially focused on the motel-hotel market in France and expanded internationally in the 1970s and 1980s. Over the years, it has grown through acquisitions and diversification. Accor operates a wide range of hotel brands covering various segments of the market, from luxury to budget. Some of its well-known brands include Sofitel, Raffles, Fairmont, Novotel, ibis, Mercure, and many others.

We are seeking an enthusiastic and customer-focused Guest Service Associate to join our Front Office team in Mumbai, India. As the first point of contact for our guests, you will play a crucial role in ensuring a seamless and memorable experience from check-in to check-out.

• Welcome and register guests, providing a warm and professional greeting upon arrival
• Assist with check-in and check-out procedures, including cashiering duties
• Manage guest inquiries, requests, and complaints efficiently and courteously
• Coordinate with other departments to fulfill guest needs and ensure a high level of satisfaction
• Handle room assignments, key card issuance, and maintain guest account accuracy
• Process payments and manage cash transactions accurately
• Maintain up-to-date knowledge of hotel services, amenities, and local attractions
• Update and maintain the guest history system for repeat visitors and VIPs
• Ensure the lobby and front desk areas are clean, organized, and presentable at all times
• Promote in-house facilities and services to maximize revenue opportunities
• Assist with administrative tasks such as answering phone calls and managing guest messages
• Adhere to all safety and security protocols, reporting any suspicious activities to management
• Participate in regular team meetings and training sessions to enhance skills and knowledge

• Relevant Front Office experience is preferred, but freshers are welcome to apply
• Bachelor's Degree or Diploma in Hotel Management is advantageous
• Excellent communication skills with fluency in English; knowledge of additional languages is a plus
• Strong customer service orientation with a friendly and professional demeanor
• Proficiency in hotel management software and computer systems
• Detail-oriented with the ability to multitask in a fast-paced environment
• Problem-solving skills and the ability to make quick decisions
• Flexibility to work various shifts, including weekends and holidays
• Knowledge of hospitality industry standards and best practices
• Empathetic approach to handling guest concerns and complaints
• Team player with the ability to work collaboratively across departments
• Well-groomed appearance and adherence to professional dress standards