Job Description – Front Desk Executive
Location: Shalom Backpackers Hostel, Dharamshala
Department: Front Office & Guest Services
Reports To: Hostel Manager / Operations Head
About Shalom Backpackers
Shalom Backpackers is a boutique hostel brand across India, built for young travelers, explorers, and digital nomads. Our Udaipur hostel blends heritage charm with modern comfort, offering private rooms and dorms, community-driven experiences, and curated travel recommendations. We are not just a stay – we’re an experience, where culture meets community.
Role Overview
The Front Desk Executive is the face of Shalom Backpackers Udaipur, responsible for ensuring smooth operations at the reception, providing excellent guest service, managing reservations, and coordinating with multiple departments. This role demands strong communication, problem-solving, and multitasking skills to deliver memorable experiences while ensuring operational efficiency.
Key Responsibilities1. Check-in / Check-out Operations
- Greet guests warmly on arrival and handle check-in/check-out efficiently.
- Verify guest ID documents and complete registration as per legal and hostel policies.
- Ensure billing accuracy, manage cash/UPI/card transactions, and maintain daily collection reports.
- Provide a clear hostel orientation (house rules, facilities, Wi-Fi, events, safety protocols).
2. Reservations, Occupancy & Cancellations
- Manage bookings across OTAs (Booking.com, Hostelworld, Airbnb, Goibibo/MMT, Agoda, etc.) and direct channels (website, calls, WhatsApp, walk-ins).
- Update availability, occupancy, and cancellations in the PMS (e.g., eZee Mint) in real time.
- Coordinate with revenue management to reduce overbookings and optimize occupancy.
- Handle no-shows and cancellations as per hostel policy while minimizing revenue leakage.
3. Guest Experience & Travel Concierge
- Act as a travel concierge: assist guests with local sightseeing, heritage tours, treks, adventure activities, food recommendations, and cultural experiences.
- Promote and upsell hostel-led experiences (events, F&B specials, merchandise, travel desk services).
- Engage with guests to build community through conversations, event participation, and social media moments.
4. Complaint Handling & Service Recovery
- Respond promptly and empathetically to guest complaints, queries, and requests.
- Log guest feedback and escalate unresolved issues to the Hostel Manager.
- Follow up on complaints to ensure guest satisfaction and prevent repeat issues.
5. Housekeeping & Maintenance Coordination
- Liaise with housekeeping to ensure dorms and private rooms are cleaned, sanitized, and guest-ready.
- Assign housekeeping tasks based on occupancy and guest checkouts.
- Monitor inventory of linen, toiletries, and supplies, raising requisitions when required.
- Report repairs/maintenance issues (plumbing, electrical, AC, Wi-Fi, furniture, etc.) to operations/maintenance team and follow up until resolved.
6. Reporting & Communication
- Prepare daily front office reports (occupancy, cancellations, payments, guest feedback).
- Maintain smooth communication with other departments – housekeeping, kitchen, events, and management.
- Share guest reviews from OTAs and direct platforms with management for brand reputation monitoring.
Skills & Competencies
- Excellent communication skills in English & Hindi (knowledge of foreign languages is an advantage).
- Strong guest-handling, interpersonal, and conflict resolution skills.
- Tech-savvy: hands-on with PMS, OTA extranets, Google Workspace, and WhatsApp Business.
- Knowledge of Udaipur’s attractions, travel circuits, and backpacker culture.
- Ability to multitask and remain calm under pressure.
Qualifications & Experience
- Minimum 1–2 years of experience in hospitality/front desk roles (hostel/hotel/guesthouse).
- Graduate/Diploma in Hospitality, Hotel Management, or Tourism preferred.
- Freshers with excellent communication and a passion for hospitality may be considered.
Work Environment & Schedule
- Hostel-based role with rotational shifts (morning, evening, night).
- Requires weekend and holiday availability.
- High guest interaction with a multicultural community of travelers.
What We Offer
- Competitive salary with incentives based on upselling and guest satisfaction.
- Accommodation and meals (as per hostel policy).
- Training in guest engagement, hostel tech systems, and revenue management.
- Growth opportunities within Shalom Backpackers’ expanding network.
- A fun, vibrant, and youthful workplace with global exposure.
Job Types: Full-time, Permanent, Fresher
Benefits:
Ability to commute/relocate:
- Mcleodganj,Himachal Pradesh: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)
Application Question(s):
- Knowledge of housekeeping management
- Housekeeping Knowledge
Education:
- Higher Secondary(12th Pass) (Preferred)
Language:
Location:
- Mcleodganj, Himachal Pradesh
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Willingness to travel:
Work Location: In person
Pay: ₹12,000.00 - ₹18,000.00 per month
Benefits:
- Food provided
- Paid time off
Work Location: In person
