Front Office Associate is responsible for delivering exceptional guest service by efficiently managing check-ins, check-outs, reservations, guest inquiries, and ensuring a smooth front desk operation. The role requires maintaining a professional image while providing a warm and welcoming experience to all guests.
Key Responsibilities:
- Welcome guests with a friendly and professional attitude.
- Perform guest check-in and check-out procedures accurately and efficiently.
- Handle room reservations, amendments, cancellations, and room allocations.
- Verify guest identification and process payments as per hotel policies.
- Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution.
- Coordinate with Housekeeping, Engineering, Security, and other departments to meet guest requirements.
- Maintain accurate guest records and update the Property Management System (PMS).
- Operate the hotel telephone system and transfer calls professionally.
- Provide guests with information regarding hotel facilities, local attractions, and transportation.
- Prepare daily reports, cashier reports, and shift handover documentation.
- Ensure cash handling procedures are followed and maintain accurate billing records.
- Upsell hotel rooms and services to maximize revenue.
- Maintain cleanliness and organization of the front desk and lobby area.
- Follow hotel SOPs, safety standards, and emergency procedures.
- Ensure confidentiality of guest information at all times.
Required Qualifications:
- Bachelor's degree or Diploma in Hotel Management, Hospitality, or a related field.
- 0–2 years of experience in Front Office operations (freshers with hospitality qualifications may also apply).
- Experience with hotel Property Management Systems (Opera/Fidelio/IDS or similar) is preferred.
Skills & Competencies:
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Professional grooming and positive attitude.
- Good problem-solving and conflict-resolution abilities.
- Basic computer knowledge and proficiency in MS Office.
- Ability to multitask and work under pressure.
- Strong organizational and time-management skills.
- Attention to detail and accuracy.
- Ability to work in rotational shifts, weekends, and public holidays.
Key Performance Indicators (KPIs):
- Guest satisfaction scores.
- Accuracy of check-in and check-out processes.
- Billing and cash handling accuracy.
- Response time to guest requests.
- Upselling and revenue generation.
- Compliance with hotel SOPs and service standards.
Pay: ₹16,000.00 - ₹18,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Food provided
- Paid sick time
Work Location: In person
