Guest Service Associate

Job Description: Guest Service Associate – Front Office

Department: Front Office
Location: The Orchid Hotel, Mumbai
Position Type: Full-Time

About The Orchid Hotel Mumbai

The Orchid Mumbai is India’s flagship 5-star Ecotel hotel, delivering sustainable luxury and exceptional hospitality. We are looking for an energetic, guest-focused Guest Service Associate to join our Front Office team and elevate the guest arrival experience.

Key Responsibilities

• Welcome guests with warmth, handle check-in/check-out procedures efficiently.
• Provide accurate hotel information, assist with queries, and ensure guest comfort.
• Manage room assignments and handle reservation-related updates.
• Operate the PMS system (e.g., Innkey PMS/Opera) efficiently for guest transactions.
• Maintain smooth communication with all departments to meet guest expectations.
• Handle billing, invoice settlement, and cashiering procedures as per policy.
• Address guest complaints promptly and escalate when necessary.
• Maintain lobby etiquette, ensuring a professional and hospitable environment.
• Adhere to brand standards and ensure exceptional guest satisfaction scores.
• Ensure accurate documentation, paperwork, and compliance with hotel SOPs.
• Upsell rooms, packages, and hotel services to maximize revenue.

Requirements

• 0–3 years experience in Front Office/Customer Service; freshers passionate about hospitality are welcome.
• Diploma/Degree in Hospitality Management or relevant stream preferred.
• Excellent communication skills in English; Hindi/Marathi fluency preferred.
• Well-groomed appearance with a charming and positive attitude.
• Knowledge of PMS systems will be an advantage.
• Ability to work in shifts, including weekends and public holidays.
• Strong interpersonal and problem-solving skills.

Education

• Minimum HSC; Bachelor’s/Diploma in Hospitality preferred.

Benefits

• Attractive salary + incentives (as applicable)
• Duty meals
• Uniform and grooming support
• PF, ESIC & other statutory benefits
• Career growth in a reputed 5-Star Ecotel environment
• Training and skill development programs

Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹18,000.00 per month

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Life insurance
• Provident Fund

Work Location: In person