Location: Mumbai, India
Department: Front Office
Employment Type: Full Time
Industry: Hospitality
Job Summary
The Guest Service Executive plays a critical role in delivering seamless, warm, and efficient guest experiences across various hotel touchpoints. This position requires a solid understanding of F&B Service, Front Office operations, and the overall functions of different hotel departments. The role is ideal for individuals who are passionate about hospitality, guest engagement, and creating service moments that reflect Accor’s brand values.
Key Functional Knowledge Required
- Strong working knowledge of F&B Service, Front Desk operations, Reception/Cashiering procedures, and Reservations.
- Clear understanding of hotel departments, their functions, key personnel, and how they contribute to daily operations.
- Awareness of the hotel’s physical layout, facilities, room categories, outlets, and ongoing events, conferences, groups in-house, and future arrivals.
Responsibilities
Front Office & Guest Handling
- Attend and lead daily front office operations, ensuring smooth coordination across all guest-facing activities.
- Supervise the Guest Service team, maintaining service consistency during arrivals, departures, and lobby operations.
- Greet, assist, and interact with guests with warmth, professionalism, and efficiency at every touchpoint.
- Deliver personalised service by anticipating guest needs, preferences, and expectations.
- Ensure Total Customer Satisfaction through prompt responses to inquiries, requests, and feedback.
- Monitor guest service standards and address service gaps immediately.
- Manage credit-related matters, including billing accuracy, payment processing, and account verification.
- Ensure compliance with hotel credit policies and financial procedures.
- Handle guest concerns with patience, empathy, and a solutions-oriented approach.
- Resolve service issues promptly or escalate them to leadership when necessary.
- Maintain strong lobby presence to support guest engagement and operational flow.
Operational Excellence
- Support the Guest Service Manager and Assistant Manager in enhancing the performance and efficiency of the department.
- Perform duties as directed by supervisors, contributing to the overall service standards of the hotel.
- Maintain a strong presence in the lobby and guest interaction zones to deliver proactive service.
- Assist with managing daily room status, arrivals, departures, VIP handling, and overall lobby coordination.
- Ensure smooth communication between Front Office, Housekeeping, and F&B for seamless guest movement.
- Monitor lobby ambience, cleanliness, and guest flow to maintain a welcoming and organised environment.
Team Collaboration & Communication
- Work closely with colleagues across departments to deliver seamless guest experiences.
- Collaborate with F&B, Housekeeping, Reservations, and other operational teams to ensure consistency and smooth service flow.
- Support the team’s goals through trust, communication, and professional teamwork.
- Build positive internal relationships to create a collaborative work environment.
Sales & Promotion
- Take initiative to actively promote the hotel’s facilities, restaurants, special offers, and upcoming events.
- Recognize opportunities to upsell or enhance guest experiences in alignment with hotel goals.
- Represent the brand with a sales mindset while staying guest-first at all times.
Cultural Sensitivity & Service Ethics
- Treat guests and colleagues from all cultural backgrounds with respect, transparency, and empathy.
- Ensure guest interactions reflect Accor’s global commitment to exceptional hospitality.
- Serve as a role model in delivering thoughtful, inclusive, and service-oriented communication.
Qualifications
- Bachelor’s degree in Hotel Management (BHM preferred).
- Minimum 2 years of experience as a Front Office Associate or 1 year as a Team Leader.
- Excellent communication skills and a professional demeanor.
- Strong interpersonal skills with the ability to remain calm under pressure.
- Positive attitude, strong grooming standards, and a genuine passion for guest engagement.
- Basic knowledge of F&B operations, service etiquette, and hotel systems.
Why Work With Accor?
At Accor, you are welcomed exactly as you are. With an unmatched portfolio of brands, you’ll find a place that fits your personality, aspirations, and career goals. We encourage continuous learning, personal growth, and professional development — ensuring that every role has purpose, impact, and meaning.
To apply, Click Here
About Company:
ibis Mumbai, part of the Accor group, offers smart, modern, and affordable hospitality in the heart of the city. Designed for today’s travelers, the hotel combines comfort, convenience, and warm service with Accor’s trusted global standards.
