About the role
Job Description
We are seeking a dedicated and customer-focused Guest Service Associate (GSA) for our Front Office team in Mumbai, India. In this role, you will be the first point of contact for our guests, delivering exceptional service that exceeds expectations while maintaining the highest standards of professionalism and hospitality. You will play a vital role in creating memorable experiences for our guests through efficient operations, warm interactions, and proactive problem-solving. This position offers an exciting opportunity to grow your career in a dynamic, collaborative environment where your contributions directly impact guest satisfaction and organizational success.
* Welcome and greet guests with genuine warmth and professionalism, ensuring they feel valued from the moment they arrive * Process guest check-ins and check-outs efficiently while maintaining accurate records and ensuring all charges are posted correctly and timely * Respond promptly to guest inquiries, requests, and complaints, resolving issues in a professional and empathetic manner to ensure satisfaction * Manage room inventory and assignments based on guest preferences and hotel requirements * Provide comprehensive information about hotel facilities, services, and local attractions to enhance the guest experience * Promote hotel facilities and services through effective communication and sound product knowledge, identifying opportunities to maximize revenue * Coordinate seamlessly with all hotel departments to ensure smooth operations and exceptional guest service delivery * Handle guest luggage and belongings with courtesy and care, maintaining the highest standards of service * Maintain familiarity with property layout, emergency procedures, fire exits, and safety protocols * Inspect and organize front office equipment, supplies, and materials before each service period * Report equipment malfunctions, security concerns, or emergency situations immediately to management * Maintain control over breakage, pilferage, and spoilage, ensuring resources are used efficiently * Support team members and contribute to a collaborative, inclusive work environment * Perform additional duties and temporary assignments as directed by management * Comply with all occupational health and safety regulations and procedures
Qualifications
* High school diploma or equivalent; graduation or hospitality diploma preferred * Proven experience in a front office, guest services, or customer-facing role * Excellent communication and interpersonal skills with the ability to interact professionally with diverse guests * Strong problem-solving and conflict resolution abilities * Proficiency with computer systems and point of sale (POS) software * Comprehensive knowledge of hotel operations and guest service standards * Ability to multitask efficiently in a fast-paced environment while maintaining attention to detail * Exceptional organizational and time management skills * Flexibility and adaptability to changing priorities and shift schedules * Multilingual abilities (English and regional languages) are highly desirable * Professional demeanor with a positive, customer-focused attitude * Ability to work collaboratively as part of a team while also taking initiative independently * Strong commitment to maintaining confidentiality and upholding hotel policies * Physical ability to perform duties including standing for extended periods and handling luggage