Role Overview
The Front Office Associate is the first point of contact for guests and is responsible for delivering a warm, professional, and efficient guest experience from check-in to check-out.
Key Responsibilities
Guest Handling
- Greet guests courteously and assist with check-in and check-out procedures
- Handle walk-ins, reservations, cancellations, and room allocations
- Respond to guest inquiries, requests, and complaints promptly and professionally
Front Desk Operations
- Manage PMS entries accurately (check-ins, check-outs, room status, billing)
- Collect payments (cash, card, UPI, OTA virtual cards) and issue invoices
- Coordinate early check-in / late check-out requests based on availability
Communication & Coordination
- Coordinate with housekeeping for room readiness and special requests
- Communicate with maintenance for any room or facility issues
- Maintain clear handovers between shifts
System Handling
Cash & Reports
- Maintain shift cash balance and handover
- Prepare daily front office reports (check-in list, occupancy, night audit inputs)
- Ensure zero variance in cash and system records
Policies & Compliance
- Verify guest IDs and ensure policy compliance (local ID rules, occupancy limits)
- Follow hotel SOPs, safety, and security procedures
- Maintain guest confidentiality at all times
Skills & Requirements
- Good communication skills (English required; local language preferred)
- Basic computer knowledge and PMS experience preferred
- Customer-focused attitude with problem-solving skills
- Ability to work shifts, weekends, and holidays
- Presentable appearance and professional behavior
Key Performance Indicators (KPIs)
- Guest satisfaction & review scores
- Check-in / check-out accuracy
- Cash & billing accuracy
- Response time to guest requests
- Update guest remarks, preferences, and arrival details
- Handle no-shows, cancellations, and modifications as per SOP
Job Types: Full-time, Permanent, Fresher
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
