Front Office Associate

About the Role

Zolo is seeking a Front Office Associate for Z Hotels. This role is the first and last impression of the brand, responsible for ensuring every guest interaction is handled with clarity, warmth, and discipline to create seamless stays and consistent 5-star ratings.

Key Responsibilities

• Manage Pre-Arrival Guest Experience: Call guests before arrival to confirm booking and expectations, provide clear directions, check-in details, and support.
• Deliver Seamless Check-in & Check-out: Ensure fast, smooth, and error-free check-in and efficient check-out with proper closure. Welcome guests with warmth and professionalism.
• Handle Guest Interaction & Service Requests: Act as the primary point of contact for guest queries, respond promptly to requests, coordinate with other teams for service delivery, and ensure all requests are closed properly.
• Manage Guest Complaints & Escalations: Handle guest concerns calmly and professionally, take ownership of issues, drive resolution, and escalate when required.
• Drive Guest Engagement & Reviews: Proactively interact with guests, identify happy guests to encourage 5-star reviews, and ensure guest feedback is captured and acted upon.
• Ensure Process Discipline & Accuracy: Consistently follow all front office SOPs, maintain accuracy in guest details and records, ensure smooth coordination across teams, and adhere to daily routines.

Requirements & Tech Stack

No specific tech stack mentioned.

Qualifications

• Fresh graduates from hospitality institutes (preferred).
• Freshers from other backgrounds with strong communication skills.
• 0–1 year experience in front office / guest handling roles (optional).
• Comfortable speaking in English + local language.
• Basic comfort with systems and coordination.
• Communication, ownership, and discipline are critical.