Position Title: Guest Service Associate
Department: Front office
Reporting To: Front Office Supervisor / Front Office Manager
Location: Fragrant Nature Resort Paravur
Job Purpose
Deliver warm, efficient, and accurate front desk services—check-in/out, reservations, guest queries, cashiering—ensuring high guest satisfaction and adherence to brand standards and statutory requirements.
Key Responsibilities
Guest Handling & Service
- Welcome guests, verify identity, complete registration, assign rooms as per preferences.
- Handle check-ins/outs swiftly; coordinate luggage assistance and escorts.
- Address queries, handle complaints tactfully, and escalate when needed.
- Manage VIPs, repeat guests, special occasions; ensure amenities and room blocks.
Reservations & Room Control
- Create/modify/cancel reservations; manage no-shows and late arrivals.
- Coordinate closely with Housekeeping and Engineering on room status and defects.
- Post charges/payments accurately; handle cash/UPI/cards per SOP.
- Issue GST invoices correctly; reconcile folios and maintain shift drops,
Systems & Communication
- Maintain clear handovers and logbooks; manage email and phone etiquette.
- Coordinate with all departments (F&B, Spa, Transport, Security) for guest requests and dispatch.
Compliance & Safety
- Verify KYC as per hotel policy; for foreign nationals ensure Form-C/FRRO entry as applicable.
- Follow data privacy (no card details on paper), key control, lost & found, and emergency procedures.
- Maintain float security, document control, and audit readiness.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹16,000.00 per month
Work Location: In person
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