Guest Service Associate Front Office-Holiday Inn Express Bengaluru Yeshwantpur

Key Responsibilities Guest Engagement & Service

Greet all guests warmly and professionally upon arrival.

Assist with check-in and check-out in accordance with IHG/HIEX standards.

Provide accurate information regarding hotel services, facilities, and local attractions.

Handle guest queries, requests, and complaints promptly and efficiently.

Maintain a high level of guest satisfaction through friendly and personalized service.

Front Desk Operations

Manage room reservations, cancellations, modifications, and no-show procedures.

Allocate rooms as per guest preferences and operational availability.

Ensure all guest details, payments, and documentation are accurately recorded in the PMS (Opera/Amadeus).

Process billing, invoicing, and cashiering tasks with 100% accuracy.

Coordinate with Housekeeping and other departments to ensure timely room readiness.

Brand & Quality Standards

Ensure compliance with IHG Way of Clean and Holiday Inn Express brand service standards.

Follow grooming standards, operational SOPs, and safety/security protocols at all times.

Maintain the lobby and front desk area in a clean, organized, and guest-ready condition.

Communication & Coordination

Provide clear handovers during shift change.

Coordinate guest requests with relevant departments (HK, F&B, Engineering, Security).

Assist in emergency procedures as per training.

Systems & Reporting

Work efficiently on property management systems (Opera/Amadeus).

Prepare daily reports as required.

Maintain accurate records for arrivals, departures, and in-house guests.

Skills & Competencies

Excellent communication skills (verbal & written).

Strong guest service orientation.

Ability to multitask and handle pressure.

Positive attitude and professional grooming.

Knowledge of hotel operations and PMS.

Problem-solving and time-management skills.