ROCHE HARBOR
Job Description
Job Description – Front Office Receptionist
Department: Front Office
Location: Hotel / Resort
Reporting To: Front Office Manager
Experience Required: 1–3 Years in the Hotel Industry
Qualification: Graduate / Diploma in Hotel Management or equivalent
Salary: ₹15,000 – ₹18,000 per month (Based on experience)
Job Summary
The Front Office Receptionist is the first point of contact for guests and plays a vital role in creating a positive first impression of the hotel. The role involves welcoming guests, managing check-in and check-out procedures, handling reservations, responding to guest inquiries, coordinating with other departments, and ensuring exceptional customer service throughout the guest's stay.
Key Responsibilities
- Welcome guests warmly and provide professional, courteous service.
- Perform efficient guest check-in and check-out procedures.
- Handle room reservations through phone, email, online portals, and walk-in guests.
- Verify guest identification and process payments accurately.
- Maintain accurate guest records using the Property Management System (PMS).
- Answer telephone calls and respond promptly to guest inquiries.
- Provide information about hotel facilities, services, local attractions, and transportation.
- Handle guest complaints professionally and escalate issues when required.
- Coordinate with Housekeeping, Maintenance, Security, and Food & Beverage departments to ensure guest satisfaction.
- Maintain the reception area in a clean and professional condition.
- Prepare daily reports, occupancy reports, arrival/departure lists, and cashier reports.
- Manage room keys, visitor records, and guest documentation.
- Follow hotel policies, SOPs, and brand standards.
- Ensure confidentiality of guest information.
- Support emergency procedures and guest safety protocols.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Professional appearance and positive attitude.
- Knowledge of hotel front office operations.
- Familiarity with Hotel PMS software (IDS, Opera, eZee, or similar).
- Basic computer knowledge (MS Word, Excel, Outlook).
- Good telephone etiquette.
- Ability to multitask in a fast-paced environment.
- Strong problem-solving and conflict-resolution skills.
- Ability to work in rotational shifts, weekends, and holidays.
Qualifications
- Graduate or Diploma in Hotel Management/Hospitality Management.
- 1–3 years of experience as a Front Office Receptionist in a hotel, resort, or hospitality industry.
- Good command of English and Hindi (additional languages are an advantage).
Preferred Competencies
- Customer-focused approach.
- Time management and organizational skills.
- Attention to detail.
- Team player with a positive attitude.
- Ability to work under pressure.
- Professional grooming and etiquette.
Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Check-in/Check-out Accuracy
- Response Time to Guest Requests
- Reservation Accuracy
- Cash Handling Accuracy
- Guest Complaint Resolution
- Telephone Response Quality
- Attendance and Punctuality
Benefits
- Salary: ₹15,000 – ₹18,000 per month
- Duty Meals
- Uniform Provided
- Paid Leave as per company policy
- Employee Incentives (Performance Based)
- Career Growth Opportunities
- Training & Development Programs
Work Schedule: Rotational Shifts (Morning, Evening )
Weekly Off: As per hotel policy
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
