1. Reservations & Enquiry Handling
Answer calls, emails, WhatsApp enquiries politelyCheck room availability on PMS/Excel and quote correct tariffBlock rooms, collect advance, send confirmation voucherUpdate booking register and coordinate with sales for OTAs2.
Guest Check-in
Greet guests with smile: “Namaskaram, Welcome to Bini Heritage”Complete C-Form for foreigners, collect ID proof for IndiansExplain room features, breakfast timing, Wi-Fi, check-out timeIssue room key, send bell boy with luggageUpsell higher category if available
3. Guest Service During Stay
Handle guest requests: wake-up call, extra bed, taxi, doctorManage complaints first: Listen, Apologize, Solve, Follow-upCoordinate with housekeeping, F&B, maintenance for timely serviceUpdate guest folio for all charges
4. Check-out & Billing
Prepare bill, verify all charges: room, restaurant, laundry, extrasCollect payment: Cash, Card, UPI. Issue GST invoiceTake feedback form, thank guest, invite for return visitUpdate checkout in system, inform HK for room cleaning
5. Daily Operations
Maintain front desk log book & shift handoverTally cash at shift end with accountsCoordinate with travel desk for sightseeing, airport dropsReport no-shows, DNR guests to managerMaintain lobby area neat, brochure stand filled
6. Standards at Bini Heritage
Grooming: Clean uniform, name badge, hair neat, minimal jewelryLanguage: English + Malayalam must. Hindi preferredAttitude: Never say “No” to guest. Say “Let me check and get back”Timing: Check-in 12 noon, Check-out 11 AM. Early/Late subject to availabilityHeritage touch: Brief guests about property history if they ask
Skills Required
Good communication & phone etiquetteBasic computer: PMS/IDS, Excel, EmailCash handling & billing accuracyProblem solving & patienceTeam coordination
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
