Guest Service Associate - Front Office

Guest Service Associate - Front Office

Location: NOVOTEL NEW DELHI CITY CENTRE, New Delhi, India

ExternalReference: REF122626V

Guest Service Associate - Front Office

Region: MEA SPAC

Company Description We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Novotel New Delhi City Centre is ideally located in the heart of Delhi. With 124 contemporary rooms, including four suites and a Presidential Suite, the hotel offers modern amenities, versatile event spaces, a rooftop infinity pool and fully equipped health club. Just minutes from New Delhi Railway Station, 45 minutes from Indira Gandhi International Airport, and well connected to the city's key business hubs, the hotel offers easy access to Delhi's cultural, shopping, and entertainment destinations.

Culinary experiences at Novotel New Delhi City Centre feature Food Exchange, The Flying Trunk rooftop bar and restaurant, and the Gourmet Bar, presenting diverse dining options in a contemporary setting. The hotel also offers 10,000 sqft. of flexible event and meeting spaces, thoughtfully designed for corporate gatherings, social celebrations, and seamless events, supported by professional service and tailored catering.

The hotel boasts a range of stylish rooms and luxurious suites. Guests can indulge in diverse dining experiences, unwind with refreshing drinks at the Gourmet Bar, stay active at the health club and enjoy flexible meeting spaces.

Job Description

• Greet guests warmly and professionally, providing swift and seamless check-in and check-out experiences
• Address guest inquiries and resolve complaints in a timely and empathetic manner, consistently exceeding expectations
• Maintain detailed records of guest interactions and preferences to enhance personalized service delivery
• Respond proactively to special requests and communicate effectively with other departments to ensure guest satisfaction

Front Office Operations

• Manage room bookings and maintain accurate reservation records using the property management system
• Monitor and update room status in coordination with the Housekeeping department
• Maintain comprehensive front office logs and shift reports with meticulous attention to detail
• Process check-ins and check-outs efficiently while ensuring all administrative procedures are followed

Administrative & Coordination

• Maintain records of banquet functions and special events within the hotel
• Liaise with various departments to resolve day-to-day operational and administrative issues
• Adhere to all procedures and standards outlined in the hotel's operations manual
• Identify and implement service improvement initiatives to enhance guest experiences

Team Support & Collaboration

• Support team members in delivering consistent, high-quality service standards
• Contribute to a collaborative and inclusive work environment
• Communicate transparently with management regarding any matters affecting hotel operations
• Assist with additional responsibilities as delegated by management

Qualifications

• Required Qualifications

• Diploma in Tourism, Hospitality Management, or equivalent qualification

• Minimum 6 months to 1 year of relevant front office or guest service experience (freshers with strong hospitality background are encouraged to apply)

• Excellent proficiency in English (reading, writing, and oral communication)

• Proficient working knowledge of Microsoft Excel, Word, and PowerPoint

• Experience with Opera or similar Property Management Systems

• Strong interpersonal and communication skills with ability to interact professionally with diverse guests

• Demonstrated problem-solving ability and conflict resolution skills

• Excellent organizational skills and attention to detail

• Ability to work efficiently in a fast-paced environment and manage multiple tasks simultaneously

• Professional demeanor and commitment to customer service excellence

• Preferred Qualifications

• Proficiency in additional languages; basic understanding of local Tamil or Telugu languages is advantageous

• Prior experience in a hotel or hospitality establishment

• Familiarity with hotel front office procedures and guest service protocols

• Certification in hospitality or customer service training

• Experience with other hotel management systems or booking platforms

• Additional Information

• Come As You Are

• Work With Purpose

• Grow, Learn and Enjoy

• Explore Limitless Possibilities

• Discover a world where life pulses with passion

• Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

• LET YOUR PASSION SHINE

• We foster our creativity, our excellence and progressiveness. We interconnect with each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact.

• LEARN ABOUT US

• Let your passion shine

• We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.

• JOIN US

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