Front Office Associate

Key Responsibilities

• Welcome guests warmly and ensure a smooth check-in and check-out process
• Handle room reservations, cancellations, and modifications accurately
• Manage guest queries, complaints, and requests in a professional manner
• Coordinate with Housekeeping, F&B, and Maintenance for guest requirements
• Maintain accurate guest records and update PMS systems
• Handle cash, credit cards, and billing procedures responsibly
• Ensure lobby and front desk areas are clean and presentable
• Adhere to hotel SOPs, safety, and security procedures
• Assist in upselling rooms and hotel services
• Handle telephone calls, emails, and internal communications

Guest Relations Duties

• Ensure personalized guest interaction and service excellence
• Handle VIP, repeat, and special-need guests with care
• Resolve guest complaints promptly and escalate when required
• Maintain a positive and professional attitude at all times

Required Skills & Competencies

• Excellent communication and interpersonal skills
• Strong customer service orientation
• Basic computer knowledge and PMS familiarity
• Ability to work shifts, weekends, and holidays
• Problem-solving and multitasking skills

Qualifications & Experience

• Diploma / Degree in Hotel Management or related field preferred
• Freshers or candidates with 1–3 years of hotel front office experience
• Knowledge of Opera or similar PMS is an advantage

Work Conditions

• Rotational shifts
• Standing for long periods
• Guest-facing role requiring professional grooming

Key Performance Indicators (KPIs)

• Guest satisfaction scores
• Accuracy of billing and reservations
• Adherence to SOPs
• Team coordination and punctuality

Job Type: Full-time

Ability to commute/relocate:

• Kollam, Kerala: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Application Question(s):

• How many years of Experience do you have in Hotel or Hospitality Industry?

Location:

• Kollam, Kerala (Preferred)

Work Location: In person