Guest Service Associate Front Office_HIEX MAATP

Key Responsibilities: Operational Responsibilities:

Handle guest check-in, check-out, and room assignments efficiently following IHG brand procedures.

Ensure accurate posting of charges, handling of cash, and maintenance of front office floats.

Answer guest inquiries promptly through phone, email, and in person, providing accurate hotel and local information.

Coordinate with Housekeeping and Engineering departments to ensure guest rooms are ready for arrivals.

Process guest requests such as wake-up calls, taxi arrangements, and special amenities in a timely manner.

Handle guest luggage, messages, and parcels courteously and securely.

Maintain knowledge of hotel facilities, services, and local attractions to assist guests effectively.

Follow all IHG brand standards and Standard Operating Procedures (SOPs) related to guest service and front desk operations.

Guest Experience:

Provide a warm and friendly welcome to all guests upon arrival.

Anticipate guest needs and deliver prompt, efficient, and personalized service.

Recognize IHG One Rewards members and ensure benefits are delivered as per membership level.

Handle guest complaints professionally, resolving issues or escalating them to the Duty Manager as needed.

Promote the hotel’s facilities and upsell rooms or services when appropriate.

Deliver “True Hospitality” by maintaining a positive attitude and professional demeanor at all times.

Teamwork & Communication:

Work closely with other departments to ensure a smooth and efficient operation.

Attend daily briefings and training sessions as scheduled.

Communicate effectively with peers, supervisors, and managers to ensure accurate information sharing.

Support new team members through peer coaching and on-the-job training.