Job Description – Helpdesk Executive
Department: Front Office / Guest Services
Location: Auramah Valley, Naldehra, Shimla
Reports To: Front Office Manager / Guest Relations Manager
Job Summary
The Helpdesk Executive serves as the first point of contact for guests and residents, ensuring prompt and professional handling of all calls, requests, and service inquiries. The role involves coordinating with various departments, managing guest requests, and providing bell desk assistance to deliver an exceptional guest experience.
Key Responsibilities
- Receive and manage incoming calls from guests, residents, and visitors.
- Log, track, and coordinate guest requests with relevant departments.
- Provide timely updates to guests regarding service requests.
- Assist with luggage handling, guest arrivals, departures, and room escorts when required.
- Coordinate transportation requests, buggy services, and valet support.
- Handle guest complaints professionally and escalate issues when necessary.
- Maintain records of calls, complaints, and service requests.
- Ensure prompt response to emergency and maintenance-related calls.
- Provide information about the property's facilities, services, and local attractions.
- Maintain high standards of hospitality, grooming, and customer service.
- Work closely with Front Office, Housekeeping, Engineering, Security, and F&B teams to ensure seamless guest service.
Qualifications
- Graduate or Diploma in Hospitality/Hotel Management preferred.
- 1–3 years of experience in Front Office, Bell Desk, Guest Services, or Helpdesk in a hotel, resort, or luxury residential property.
- Freshers with excellent communication skills may also apply.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Customer-focused attitude with strong problem-solving abilities.
- Ability to multitask and work under pressure.
- Basic computer knowledge (MS Office/PMS is an advantage).
- Professional grooming and pleasant personality.
- Team player with a positive attitude.
Preferred Experience
- Experience in luxury hotels, resorts, hospitality, or premium residential communities.
- Knowledge of guest handling standards and service etiquette.
Working Conditions
- Rotational shifts, including weekends and public holidays.
- Standing and walking for extended periods.
- Ability to assist guests with luggage and related services when required.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
