Senior Guest Service Associate | Front Office

About the job

At Karma Chalets, we believe exceptional stays begin with meaningful guest experiences. We are looking for a Senior Guest Service Associate Front Office who is passionate about hospitality, thrives in a guest-facing environment, and can deliver service excellence with warmth and professionalism.

Key Responsibilities

Guest Service & Relations

• Welcome guests warmly and ensure a smooth check-in and check-out experience.
• Handle guest inquiries, requests, and complaints professionally and efficiently.
• Build positive relationships with guests to enhance their overall stay experience.
• Anticipate guest needs and provide personalised service.
• Ensure prompt resolution of guest concerns and escalate issues when necessary.

Front Office Operations

• Manage reservations, room allocations, and occupancy status.
• Maintain accurate guest records and billing information.
• Process payments, invoices, and daily cash handling as per company policies.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure seamless guest service.
• Ensure compliance with company SOPs and statutory requirements.

Administrative Responsibilities

• Prepare daily reports and shift handover notes.
• Maintain records related to guest feedback, complaints, and resolutions.
• Ensure accurate documentation and data entry in the Property Management System (PMS).
• Assist management with audits and operational reviews.

Required Qualifications

• Graduate in Hospitality Management, Hotel Management, Tourism, or related field preferred.
• Minimum 2 years of experience in Front Office, Guest Relations, or Resort Operations.
• Experience with Property Management Systems (PMS) and reservation software.
• Strong communication skills in English and Hindi.
• Excellent interpersonal and problem-solving abilities.
• Good knowledge of hospitality standards and guest service practices.

Working Conditions