Front Office Executive – Job Description (Hotel Industry)
Job Title:
Front Office Executive
Department:
Front Office
Reports To:
Front Office Manager
Job Summary:
The Front Office Executive is responsible for creating a positive first impression for guests by providing professional, courteous, and efficient front desk services. This role includes handling guest check-ins and check-outs, reservations, inquiries, billing, and ensuring a seamless guest experience throughout their stay.
Key Responsibilities:
- Welcome and greet guests in a warm and professional manner.
- Handle guest check-in and check-out procedures efficiently.
- Manage room reservations, cancellations, and modifications.
- Answer phone calls, emails, and guest inquiries promptly.
- Maintain accurate guest records in the Property Management System (PMS).
- Process guest payments, invoices, and billing accurately.
- Coordinate with Housekeeping, Food & Beverage, and Maintenance departments to fulfill guest requests.
- Address guest complaints and resolve issues professionally or escalate them when required.
- Provide information about hotel facilities, services, local attractions, and transportation.
- Ensure the reception area is clean, organized, and presentable.
- Maintain confidentiality of guest information.
- Follow hotel policies, SOPs, and safety procedures.
- Prepare daily reports, occupancy reports, and shift handover notes.
- Upsell hotel rooms, packages, and additional services whenever possible.
Required Qualifications:
- Graduate or Diploma in Hotel Management, Hospitality, or a related field.
- Previous experience in the hotel front office is preferred.
- Freshers with excellent communication skills may also apply.
Skills & Competencies:
- Excellent verbal and written communication.
- Strong customer service and interpersonal skills.
- Professional appearance and positive attitude.
- Ability to multitask and work under pressure.
- Basic computer knowledge and proficiency in MS Office.
- Knowledge of hotel PMS (Opera, IDS, eZee, Fidelio, or similar) is an advantage.
- Strong problem-solving and conflict-resolution skills.
- Flexibility to work rotational shifts, weekends, and public holidays.
Preferred Experience:
- 0–2 years (Front Office Executive)
- 2–5 years (Senior Front Office Executive)
Working Conditions:
- Rotational shifts, including night shifts.
- Standing for extended periods.
- Weekend and holiday availability required.
Key Performance Indicators (KPIs):
- Guest satisfaction scores.
- Check-in/check-out efficiency.
- Reservation accuracy.
- Guest complaint resolution time.
- Upselling performance.
- Compliance with hotel SOPs.
Pay: ₹25,400.26 - ₹30,090.09 per month
Benefits:
- Food provided
- Health insurance
- Life insurance
Experience:
- Hotel management: 2 years (Required)
- Front desk Hotel: 2 years (Required)
Language:
Work Location: In person
