Guest Service Associate

Department

Front Office / F&B Service / Housekeeping

Reports To

Department Supervisor / Assistant Manager / Manager

Location

The Orchid Hotel Mumbai

Job Purpose

To provide courteous, efficient, and personalized service to guests while ensuring smooth day-to-day operations and maintaining the hotel's service and quality standards.

Key Responsibilities

Welcome and assist guests in a warm, professional, and courteous manner.

Provide prompt and efficient service as per hotel SOPs and guest service standards.

Attend to guest requests, queries, and complaints and ensure timely resolution or escalation to the Supervisor.

Maintain professional grooming, personal hygiene, and a positive attitude at all times.

Coordinate effectively with other departments to ensure seamless guest service.

Ensure cleanliness, hygiene, and proper upkeep of the assigned work area.

Follow departmental SOPs, safety procedures, and hotel policies.

Maintain accurate records, checklists, and operational documents as required.

Handle hotel equipment, guest belongings, and other property responsibly.

Assist with daily departmental operations and ensure tasks are completed within the required timelines.

Maintain confidentiality of guest information and respect guest privacy.

Support upselling and service enhancement opportunities where applicable.

Report maintenance issues, damages, or operational concerns to the concerned department.

Participate in training programs and continuously develop product and service knowledge.

Perform any other duties assigned by the Supervisor or Department Head.

Skills & Competencies

Excellent guest service and interpersonal skills.

Good verbal communication skills.

Customer-focused and service-oriented approach.

Positive attitude and willingness to learn.

Ability to work effectively in a team.

Good grooming and professional presentation.

Ability to handle guest requests and basic complaints professionally.

Attention to detail and time-management skills.

Ability to work in shifts, including weekends and holidays.

Performance Expectations

Consistently deliver courteous and efficient guest service.

Maintain departmental quality, hygiene, and operational standards.

Complete assigned duties within stipulated timelines.

Maintain proper grooming, discipline, attendance, and professional conduct.

Demonstrate teamwork and effective coordination with other departments.

Contribute positively to guest satisfaction and the overall hotel experience.

Note

Responsibilities may vary depending on the department and operational requirements of the hotel.

Pay

₹16,000.00 - ₹22,000.00 per month

Benefits

Food provided

Health insurance

Leave encashment

Provident Fund

Work Location

In person