Job Summary
The Senior Front Office Assistant is responsible for providing efficient and professional front office services to hotel guests. The position involves handling guest check-in and check-out, reservations, guest queries, billing, telephone calls, and coordination with other departments to ensure a smooth and pleasant guest experience.
Key Responsibilities
- Welcome and greet guests in a warm, courteous, and professional manner.
- Handle check-in and check-out procedures efficiently and accurately.
- Verify guest details, identification, room assignments, and payment information.
- Handle room reservations, cancellations, modifications, and walk-in enquiries.
- Provide accurate information about hotel facilities, services, room types, tariffs, and local attractions.
- Handle guest requests, complaints, and feedback professionally and escalate issues when required.
- Coordinate with Housekeeping, F&B, Engineering, Security, and Accounts for guest requirements.
- Prepare and maintain guest records, registration cards, room status, and other front office documentation.
- Handle cash, credit/debit card transactions, and other payment procedures as per hotel policy.
- Prepare and verify guest bills and ensure proper settlement at the time of departure.
- Handle telephone calls, messages, wake-up calls, and guest enquiries.
- Monitor room availability and coordinate room allocation with the Front Office team.
- Assist in maintaining accurate records in the hotel's PMS/Front Office software.
- Maintain confidentiality of guest information and hotel records.
- Assist junior front office staff and guide them in day-to-day operations.
- Ensure proper handover of information between shifts.
- Follow hotel SOPs, grooming standards, safety procedures, and guest service standards.
- Assist the Front Office Manager/Executive in daily operational activities.
- Support VIP guest handling and special guest arrangements.
- Promote hotel facilities, room upgrades, packages, and other services where appropriate.
- Ensure the front desk and lobby area are maintained in a clean, organized, and professional manner.
Qualifications
- Degree in Hotel Management or Hospitality.
- Minimum 2–3 years of experience in Front Office operations, preferably in a four-star or five-star hotel.
- Good knowledge of hotel Front Office procedures and PMS.
- Good communication skills in English and Malayalam; knowledge of Hindi or other languages will be an advantage.
Skills & Competencies
- Excellent guest-handling and interpersonal skills.
- Strong verbal and written communication.
- Good computer and PMS knowledge.
- Basic knowledge of hotel billing and cash handling.
- Problem-solving and decision-making ability.
- Ability to work under pressure and handle multiple tasks.
- Professional appearance and positive attitude.
- Teamwork and coordination skills.
- Willingness to work in rotational shifts, weekends, and public holidays.
Key Performance Indicators (KPIs)
- Guest satisfaction and positive guest feedback.
- Accuracy and efficiency of check-in/check-out.
- Accuracy in billing and cash handling.
- Timely resolution of guest complaints.
- Compliance with hotel SOPs and Front Office standards.
- Effective coordination with other departments.
- Professional grooming and service standards.
- Accuracy of PMS and guest records.
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
