JOB Description: Front Office Executive / Associate
Department: Front Office
Reporting To: Front Office Manager / Duty Manager
Industry: Hotel & Hospitality
1. Job Purpose
The Front Office Executive/Associate is responsible for creating a positive first impression for guests and ensuring smooth, professional, and efficient front desk operations. The employee will handle guest check-ins, check-outs, reservations, inquiries, payments, complaints, and coordination with other hotel departments.
2. Key Roles & Responsibilities
- Welcome and greet all guests in a warm, professional, and courteous manner.
- Perform guest check-in and check-out procedures accurately and efficiently.
- Verify guest identity, booking details, room allocation, and payment information.
- Handle room reservations, cancellations, modifications, and walk-in guests as per hotel procedures.
- Provide complete information about hotel rooms, restaurants, facilities, services, events, and local attractions.
- Answer telephone calls, emails, and guest inquiries professionally and promptly.
- Maintain accurate guest records and update information in the hotel PMS/software.
- Handle guest payments, billing, invoices, deposits, and settlement procedures accurately.
- Coordinate with Housekeeping regarding room status, cleanliness, and guest requirements.
- Coordinate with Maintenance, Food & Beverage, Security, and other departments to resolve guest requests and issues.
- Handle guest complaints professionally, attempt immediate resolution, and escalate serious matters to the Duty Manager or Front Office Manager.
- Maintain proper shift handover records and communicate important information to the next shift.
- Ensure the reception area, lobby, and front desk remain clean, organized, and presentable.
- Maintain confidentiality of guest information and hotel records at all times.
- Follow hotel SOPs, service standards, safety procedures, and company policies.
- Promote hotel facilities, services, packages, upgrades, and other revenue-generating opportunities whenever appropriate.
- Prepare and maintain daily reports, registers, cash records, and other Front Office documentation as required.
- Attend departmental meetings, training sessions, and briefing programs.
- Perform any other duties assigned by the Management according to operational requirements.
3. Required Skills & Competencies
- Excellent communication and interpersonal skills.
- Good command of English, Hindi, and local language(s) preferred.
- Strong customer service and guest-handling skills.
- Professional appearance, grooming, and positive attitude.
- Ability to handle difficult situations and guest complaints calmly.
- Basic computer knowledge and familiarity with hotel PMS/software.
- Good knowledge of billing, payment handling, and basic accounting procedures.
- Ability to work under pressure and manage multiple tasks.
- Strong teamwork and coordination skills.
- Flexible to work in rotational shifts, including weekends and holidays.
4. Qualification & Experience
Education: Graduate or Diploma in Hotel Management, Hospitality, Tourism, or a related field preferred.
Experience:
- Freshers with good communication and hospitality skills may apply.
- Previous experience in a hotel Front Office department will be preferred.
Pay: ₹12,000.00 - ₹20,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
