JOB DESCRIPTIONFront Office Associate

Hotel: Grand Mercure Goa Candolim GOA

Group: Accor

Department: Front Office

Position: Front Office Associate

Location: Candolim, Goa

Reporting To: Front Office Manager / Assistant Front Office Manager

- Job Purpose To provide warm, efficient, and professional service to guests throughout their stay, ensuring a smooth and memorable guest experience in accordance with Grand Mercure and Accor brand standards, hotel policies, and service procedures.

The Front Office Associate will be responsible for handling guest arrivals and departures, reservations-related coordination, guest requests, billing, communication, and other front office operations while maintaining high standards of hospitality and professionalism.

- Key ResponsibilitiesGuest Service & Experience

- Welcome and greet guests warmly using the hotel's standard greeting, "Namaskar," with a pleasant smile and professional approach.
- Provide efficient and courteous check-in and check-out services.
- Assist guests with room information, hotel facilities, services, and local information.
- Handle guest requests, queries, and concerns promptly and professionally.
- Ensure guest satisfaction throughout their stay and follow up wherever required.
- Maintain a personalized approach while interacting with guests.
- Assist VIPs, repeat guests, long-stay guests, and special-category guests as required.
- Handle guest complaints professionally and escalate unresolved matters to the appropriate supervisor or manager.

Front Desk Operations
- Perform check-in and check-out procedures accurately and efficiently.
- Verify guest details, identification, registration cards, payment details, and other required documentation.
- Handle room key/card issuance and maintain proper control.
- Coordinate with Housekeeping regarding room status, room readiness, and special requests.
- Maintain accurate records of guest information and front office transactions.
- Handle wake-up calls, messages, luggage-related coordination, and other guest requests.
- Ensure proper handover of pending tasks and important guest information between shifts.

Cashiering & Billing
- Handle guest bills, payments, deposits, and refunds as per hotel procedures.
- Ensure accuracy in posting charges and maintaining guest accounts.




- Handle cash, card, and other approved payment methods responsibly.
- Complete cashier closing and shift-related documentation accurately.
- Report discrepancies immediately to the concerned supervisor/manager.

Communication & Coordination
- Coordinate effectively with Housekeeping, F&B;, Engineering, Security, Reservations, Finance, and other departments.
- Communicate guest preferences, special requests, complaints, and important information to the concerned departments.
- Attend departmental briefings and ensure proper communication during shift handovers.
- Maintain professional telephone and email communication with guests and internal departments.

Accor & Brand Standards
- Follow Accor and Grand Mercure service standards, SOPs, and operational procedures.
- Maintain professional grooming, personal hygiene, uniform standards, and overall appearance.
- Demonstrate the values of hospitality, respect, teamwork, and guest-centric service.
- Participate in hotel training programs and continuously develop product and service knowledge.
- Maintain confidentiality of guest information and hotel-related matters.

3. Additional Responsibilities
- Assist during high-occupancy periods, special events, group arrivals, and other operational requirements.
- Support other Front Office functions when required.
- Maintain cleanliness and organization of the front desk and guest-facing areas.
- Be aware of hotel emergency procedures and follow safety and security guidelines.
- Report any suspicious activity, safety concern, maintenance issue, or guest-related incident immediately.
- Perform any other duties assigned by the Front Office Manager or management in accordance with operational requirements.

4. Required Skills & Competencies
- Excellent communication and interpersonal skills.
- Guest-oriented and service-focused approach.




- Valuable English communication skills; knowledge of additional languages is an advantage.
- Strong attention to detail and accuracy.
- Ability to remain calm and professional while handling guest concerns.
- Good computer and basic hotel PMS knowledge.
- Ability to work effectively as part of a team.
- Good time-management and organizational skills.
- Willingness to work in rotational shifts, including night shifts, weekends, and public holidays.
- Professional grooming and positive attitude.

5. Qualification & Experience

Education:

- Diploma/Degree in Hotel Management, Hospitality Management, or a related field preferred.

Experience:

- Freshers with relevant hospitality education may be considered.
- Previous experience in Front Office/Guest Relations in a hotel environment will be an advantage.

6. Key Performance Areas (KPIs)
- Guest satisfaction and positive guest feedback.
- Efficient and accurate check-in/check-out process.
- Accuracy in billing and cashiering.
- Compliance with Accor and hotel SOPs.
- Effective handling and resolution of guest requests and complaints.
- Proper communication and coordination with other departments.
- Professional grooming and adherence to service standards.
- Teamwork and contribution to smooth Front Office operations.

7. Working Conditions
- Rotational shifts as per hotel operational requirements.
- The position requires regular interaction with guests and other hotel departments.
- The associate may be required to stand and remain active for extended periods during the shift.
- Flexibility is required during peak occupancy, special events, and operational exigencies.

8. Core Behavioural Expectations The Front Office Associate is expected to demonstrate:

Guest Focus | Teamwork | Professionalism | Respect | Accountability | Positive Attitude | Attention to Detail | Communication | Integrity

"Namaskar – with respect, warmth, and a smile."

Pay: ₹14,500.00 - ₹18,000.00 per month

Benefits

- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Ability to commute/relocate:
- Goa, Goa: Reliably commute or planning to relocate before starting work (Required)

Experience:
- Front desk: 1 year (Required)

Work Location: In person

📌 Front Office Associate (Goa)
🏢 Grand Mercure, Candolim Goa , ACCOR Group
📍 Goa