1. Guest Welcome & Reception
- Greet guests warmly upon arrival.
- Escort VIP or special guests to rooms.
- Provide information about hotel facilities and services.
- Ensure smooth check-in and check-out experience (in coordination with Front Desk).
2. Guest Relations & Service
- Maintain regular contact with in-house guests.
- Handle guest requests, inquiries, and special arrangements.
- Arrange amenities for special occasions (birthdays, anniversaries, honeymoon, etc.).
- Ensure personalized services for repeat and VIP guests.
3. Complaint Handling
- Listen to guest complaints patiently.
- Take immediate corrective action.
- Coordinate with housekeeping, F&B, maintenance, or other departments.
- Follow up to ensure guest satisfaction.
4. Coordination with Departments
- Work closely with:
- Front Desk
- Housekeeping
- Food & Beverage
- Maintenance
- Sales & Marketing
- Ensure guest preferences and special requests are fulfilled.
5. VIP & Special Guest Handling
- Prepare VIP arrival lists.
- Ensure rooms are checked and ready before arrival.
- Arrange welcome amenities (fruit baskets, flowers, etc.).
- Personally attend to VIP guests during their stay.
6. Maintaining Guest Records
- Update guest history and preferences in the system.
- Collect feedback through guest comment cards or digital surveys.
- Maintain daily reports on guest issues and resolutions.
7. Upselling & Promotion
- Inform guests about hotel promotions, events, and special packages.
- Encourage use of additional services (spa, restaurant, tours, etc.).
8. Professional Standards
- Maintain high grooming standards.
- Follow hotel SOPs and brand standards.
- Maintain positive body language and communication skills.
Key Skills Required
- Excellent communication skills
- Pleasant personality and grooming
- Problem-solving ability
- Multitasking
- Emotional intelligence
- Customer service orientation
Educational Qualification
- Diploma or Degree in:
- Hotel Management
- Hospitality Management
- Tourism Management
- Business Administration (Hospitality preferred)
- Certification courses in Front Office Operations (added advantage)
Experience
- 0–2 years of experience in Front Office or Guest Services (for entry-level)
- Experience in customer service roles is preferred
- Internship training in hotels is often required.
Skills & Competencies
- Excellent communication skills (verbal and written)
- Fluency in English (knowledge of additional foreign languages is an advantage)
- Strong interpersonal skills
- Problem-solving ability
- Good grooming and professional appearance
- Ability to handle guest complaints politely and efficiently
- Basic computer knowledge
Additional Requirements
- Pleasant personality
- Positive attitude
- Ability to work in shifts
- Teamwork and coordination skills
- Cultural awareness and guest-handling etiquette
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
