Key Responsibilities

Guest Service
Welcome guests with a warm, friendly, and professional attitude.
Perform efficient check-in and check-out procedures.
Verify guest reservations and identification.
Provide accurate information about hotel facilities, services, and local attractions.
Handle guest inquiries, requests, and complaints promptly and professionally.
Ensure guest satisfaction throughout their stay.

Reservations
Process room reservations, amendments, cancellations, and walk-ins.
Maximize room occupancy through effective room allocation.
Promote hotel services and loyalty programs (IHG One Rewards).
Upsell room categories and hotel services whenever possible.

Cashiering
Handle cash, credit card, and digital payment transactions accurately.
Prepare guest bills and ensure accurate posting of charges.
Balance cash float and shift reports.
Follow hotel cash handling and financial procedures.

Communication
Coordinate effectively with Housekeeping regarding room status.
Liaise with Engineering for maintenance requests.
Communicate guest preferences and special requests to relevant departments.
Maintain proper shift handover.

Guest Relations
Build positive relationships with guests.
Recognize repeat and VIP guests.




Resolve guest complaints following the service recovery process.
Maintain confidentiality of guest information.

Administrative Responsibilities
Maintain accurate guest records in the Property Management System (PMS).
Update room status and reservation details.
Complete daily reports and shift checklists.
Ensure compliance with hotel SOPs and IHG brand standards.

Safety & Security
Follow hotel safety, fire, and emergency procedures.
Verify guest identity before issuing room keys.
Report suspicious activities immediately.
Ensure compliance with data privacy and security policies.

Required Skills
Excellent communication skills.
Robust customer service orientation.
Positive attitude and skilled grooming.
Good problem-solving ability.
Basic computer knowledge.
Familiarity with PMS (Opera preferred).
Ability to work in rotational shifts.
Team player with strong interpersonal skills.
Positive English communication (additional languages are an advantage).

Qualifications
Graduate or Diploma in Hotel Management or Hospitality.
0–2 years of experience in Front Office or Guest Relations (freshers may also be considered).

📌 Guest Service Associate Front Office Holiday Inn Express Chennai Omr Thoraipakkam
🏢 IHG
📍 Chennai