What are the responsibilities and job description for the Front Desk Associate position at Laxmi?
Job Summary:
The Hotel Guest Service Associate is responsible for providing exceptional service to guests before, during, and after their stay. They handle guest check-ins, check-outs, and other requests with a high level of professionalism and efficiency. The role requires strong communication skills, attention to detail, and the ability to resolve guest concerns in a friendly and timely manner.
Required Qualifications:
- Experience: Previous experience in customer service or hospitality industry is preferred, but not always required.
- Skills:
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Ability to multitask and work in a fast-paced environment.
- Basic computer skills (proficiency with reservation systems and office software is a plus).
- Attention to detail and strong problem-solving abilities.
- Knowledge of hotel operations, policies, and local attractions is a plus.
Key Responsibilities:
- Guest Check-In & Check-Out:
- Greet guests warmly and professionally upon arrival.
- Process guest check-ins/check-outs using the hotel’s reservation system.
- Verify guest information, process payments, and provide room keys.
- Ensure all guest needs are met during the check-in/check-out process.
- Guest Assistance:
- Answer guests’ questions and provide information about hotel amenities, services, and local attractions.
- Handle guest requests for additional services (e.g., extra towels, room service, special accommodations).
- Resolve guest complaints or concerns promptly and professionally, escalating to management when necessary.
- Communication:
- Maintain open communication with hotel management and other departments to ensure guest satisfaction.
- Answer phone calls, emails, and other inquiries, providing accurate information about hotel policies, amenities, and services.
- Administrative Tasks:
- Maintain accurate guest records and ensure all check-in/check-out procedures are completed in accordance with hotel policies.
- Handle cash, credit card transactions, and other payment methods according to hotel procedures.
- Update reservation details and assist with booking modifications or cancellations.
- Problem-Solving:
- Address and resolve any issues or complaints from guests in a calm, professional manner.
- Ensure that guests leave with a positive impression and encourage repeat business.
- Team Collaboration:
- Work closely with housekeeping, maintenance, and other hotel departments to ensure seamless service.
- Assist with the training of new staff and provide guidance to junior team members when needed.
