Job Description – Front Office ExecutivePosition Details
Job Title: Front Office Executive
Department: Operations – Front Office
Reports To: Front Office Manager / Property Manager
Location: Shalom Backpackers (All Locations)
Employment Type: Full Time
Shift: Rotational (Morning / Evening / Night)
About Shalom Backpackers
Shalom Backpackers is one of India's fastest-growing backpacker hostel chains, creating memorable travel experiences through exceptional hospitality, vibrant community events, and genuine human connections. Our Front Office Executives are the face of the brand and play the most important role in delivering unforgettable guest experiences.
Role Overview
The Front Office Executive is responsible for managing the complete guest journey—from reservation and arrival to departure and post-stay communication. The role combines customer service, reservations, sales, problem-solving, operations, and community engagement.
The ideal candidate is energetic, confident, technology-friendly, sales-oriented, and passionate about meeting travelers from around the world.
Key Responsibilities1. Guest Reception & Check-in
- Welcome every guest with warmth and professionalism.
- Complete smooth and efficient check-in and check-out.
- Verify guest IDs and registration details.
- Allocate rooms as per reservation and operational guidelines.
- Explain hostel facilities, house rules, timings, and amenities.
- Escort or guide guests whenever required.
- Ensure every guest feels welcomed within the first five minutes.
2. Reservation Management
- Handle reservations from:
- Direct Website
- Booking.com
- Hostelworld
- Agoda
- MakeMyTrip
- Goibibo
- Walk-ins
- WhatsApp
- Phone Calls
- Update PMS accurately.
- Avoid overbookings.
- Confirm bookings with guests.
- Coordinate room availability with housekeeping.
- Handle booking modifications and cancellations.
3. Guest Experience
- Build rapport with every guest.
- Recommend local experiences.
- Encourage participation in hostel events.
- Assist international travellers.
- Resolve complaints professionally.
- Surprise guests through memorable hospitality moments.
- Maintain excellent review-worthy service.
4. Sales & Revenue Generation
Actively contribute towards increasing hostel revenue.
Upsell:
- Private Rooms
- Room Upgrades
- Early Check-in
- Late Check-out
- Breakfast
- Cafe Sales
- Laundry
- Towels
- Locks
- Scooter Rentals
- Cab Services
- Adventure Activities
- Walking Tours
- Trekking Packages
- Merchandise
Cross-sell nearby Shalom properties whenever possible.
5. Phone & WhatsApp Management
- Answer calls within three rings.
- Respond to WhatsApp messages promptly.
- Provide accurate pricing.
- Convert enquiries into confirmed bookings.
- Follow up on pending enquiries.
- Maintain professional communication.
6. OTA & PMS Operations
- Update room inventory.
- Verify reservations.
- Manage availability.
- Process modifications.
- Report discrepancies immediately.
- Maintain accurate guest records.
7. Cash Handling
- Collect payments.
- Issue invoices.
- Handle refunds as per policy.
- Maintain cash register.
- Perform shift cash reconciliation.
- Deposit cash according to SOP.
8. Community Building
- Introduce guests to one another.
- Promote social interactions.
- Organize evening activities.
- Encourage cultural exchange.
- Support community events.
- Create a vibrant hostel atmosphere.
9. Complaint Resolution
Handle issues related to:
- Cleanliness
- Room Allocation
- Payments
- Food
- Noise
- Wi-Fi
- Maintenance
- Staff Behaviour
- Booking Errors
Escalate unresolved matters promptly.
10. Coordination
Work closely with:
- Housekeeping
- Cafe Team
- Maintenance
- Reservations
- Revenue Team
- Property Manager
Ensure smooth daily operations.
Daily Roles & ResponsibilitiesBeginning of Shift
- Attend shift briefing.
- Read shift handover notes.
- Check occupancy.
- Review arrivals.
- Review departures.
- Review VIP guests.
- Check room availability.
- Verify room readiness with housekeeping.
- Check pending maintenance issues.
- Ensure reception cleanliness.
- Test internet, POS, printer, and PMS.
During Shift
- Welcome walk-in guests.
- Process arrivals.
- Complete departures.
- Handle reservations.
- Answer calls.
- Reply to WhatsApp messages.
- Assist guests.
- Coordinate with housekeeping.
- Upsell hostel services.
- Resolve guest concerns.
- Promote activities.
- Monitor OTAs.
- Maintain reception area.
- Update guest records.
- Collect payments.
- Issue invoices.
- Maintain cash register.
- Record maintenance complaints.
- Coordinate with vendors if required.
End of Shift
- Complete cash reconciliation.
- Update pending reservations.
- Prepare shift handover.
- Report unresolved complaints.
- Share occupancy updates.
- Verify room status.
- Close billing.
- Submit daily reports.
Daily KPIs
- Guest Check-ins Completed
- Guest Check-outs Completed
- Average Check-in Time
- OTA Response Time
- WhatsApp Response Time
- Phone Call Pickup Rate
- Upselling Revenue
- Activity Participation
- Guest Satisfaction Score
- Google Review Requests Sent
- Positive Reviews Generated
- Complaint Resolution Time
- Billing Accuracy
- Cash Variance
- Direct Booking Conversions
Weekly Responsibilities
- Participate in staff meetings.
- Conduct inventory checks.
- Review OTA comments.
- Analyse guest feedback.
- Update local recommendations.
- Train new team members.
- Support hostel events.
- Follow up on repeat guests.
Monthly Responsibilities
- Achieve upselling targets.
- Improve guest review ratings.
- Maintain SOP compliance.
- Complete mandatory training.
- Participate in performance reviews.
- Suggest operational improvements.
- Maintain 100% documentation accuracy.
Skills RequiredTechnical Skills
- Property Management Systems (PMS)
- OTA Extranets
- Microsoft Excel
- Google Workspace
- POS Billing Software
- Basic Accounting
- Email Communication
Soft Skills
- Excellent Communication
- Customer Service Orientation
- Sales Ability
- Positive Attitude
- Multitasking
- Problem Solving
- Time Management
- Conflict Resolution
- Adaptability
- Teamwork
Educational Qualification
- Graduate in Hospitality, Hotel Management, Tourism, Business Administration or related field.
- Diploma holders with relevant experience may also apply.
Experience
- 0–2 years for Front Office Executive.
- Freshers with excellent communication and hospitality skills are welcome.
- Experience in hostels, hotels, cafés, resorts, or customer service is preferred.
Performance Expectations
The Front Office Executive is expected to:
- Deliver exceptional guest experiences.
- Maintain high operational accuracy.
- Increase direct bookings.
- Drive upselling revenue.
- Achieve excellent online reviews.
- Build a welcoming hostel community.
- Represent Shalom Backpackers with professionalism and enthusiasm.
Success Metrics
A successful Front Office Executive consistently demonstrates:
- Guest Review Rating: 4.7+/5
- Check-in Accuracy: 100%
- Cash Accuracy: 100%
- OTA Response Time: <10 minutes
- WhatsApp Response Time: <5 minutes
- Phone Pickup Rate: 95%+
- Upselling Target Achievement: 100%
- Zero Guest Complaints Due to Negligence
- Positive Team Collaboration
- Strong Brand Representation
Why Join Shalom Backpackers?
- Opportunity to meet travellers from around the world.
- Career growth within a fast-growing hospitality brand.
- Hands-on learning across operations, sales, and guest experience.
- Dynamic, youthful, and travel-focused work culture.
- Performance-based growth and development opportunities.
Pay: ₹12,000.00 - ₹20,000.00 per month
Benefits:
- Food provided
- Paid time off
Work Location: In person
