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Title:  Guest Service Officer

27 Jun 2025
Business Unit:  Taj Gandhinagar Resort & Spa, Gujarat
Department:  Front Office
Description: 

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.�

Job Objective

Essential Job Tasks

Areas of Responsibility

 

  • Ensure that the allotted room, registration card and keys are ready before guest arrival. Ensure smooth check-in and welcome the guest on arrival.  Escort the guest directly to the room, capture any guest preferences and incorporate the same within the company guidelines. Check with bell desk for delivery of baggage to room on time.
  • Receive calls relating to front desk related work, rate queries, and reservations then responding accordingly. Forwarding any calls to relevant department. Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators.
  • Escalate to the room’s controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms’ availability. Leverage upselling opportunities to the guest to maximize revenues.
  • Ensure smooth check -out by keeping the bill ready with all the supporting documents. Inform the bell desk of any baggage assistance required by the guest. Seek feedback from the guest, escalate any complaints to the higher authority so that a proper and quick service recovery is done.                                                                           
  • Maintain daily records and prepare various report - airport pick up report, arrival report, and guest in house report and as per request of the management.
  • In addition to the above mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.
  • Adherence to the Tata code of conduct, safety policies and values of the organization as defined.

Required Qualifications

  • Diploma/Degree in hotel management

Work Experience

  • 2-3 years at front desk
  • Front Office procedural knowledge, room inventory management, revenue management, reservations procedures,
  • Customer focus, Interpersonal skills, Result orientation

Languages Needed in Position

1. Good Communications Skills

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Effective Communication
Resilience
Accountability
Teamwork
Judgement & Analysis
Learning Agility

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected. 

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