Front Office Guest Service Associate

Job Description

Key Responsibilities: Guest Service & Experience: Greet guests with a warm, professional welcome at the reception. Perform check-ins/check-outs efficiently using PMS (Opera/Concerto). Manage guest inquiries, feedback, and complaints with courtesy and timely resolution. Recognize IHG One Rewards members and provide personalized service as per tier benefits. Reservation & Communication: Confirm guest reservations, room availability, and coordinate room allocations. Liaise with housekeeping and engineering teams for smooth room readiness and maintenance. Answer phones, respond to emails, and assist with wake-up calls, transfers, and local information. Financial & System Handling: Handle billing, payments, foreign exchange, and credit authorizations. Maintain cash float and balance shift transactions accurately. Follow all audit and data security procedures as per IHG policies. Brand Standards & Compliance: Adhere to Holiday Inn Express standard operating procedures and grooming guidelines. Uphold IHG's True Hospitality Promise through genuine interactions and positive behavior. Ensure compliance with safety, security, and hygiene protocols. Key Skills & Competencies: Excellent verbal communication and guest-facing skills Strong sense of responsibility and ownership Ability to handle stressful situations calmly and professionally Basic computer proficiency and experience with hotel software (Opera/Concerto preferred) Flexible with shifts, including weekends and holidays Qualification & Experience: Graduate or diploma in Hotel Management / Hospitality preferred 0–2 years of experience in front office or customer service roles Freshers with strong communication skills are welcome Knowledge of IHG systems and loyalty programs is a plus What We Offer: 8 week of In month Duty meals and uniform with laundry services IHG Learning & Development programs and global certifications Worldwide hotel discounts through the IHG Employee Room Benefit Program Opportunities to grow your career within IHG's global network Join Holiday Inn Express and be part of a global brand that’s always ready. Deliver Smart. Simple. Spot On. Service every day. Apply now and bring True Hospitality to life. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.