Front Office Associate

The Hotel Front Office Associate is the first point of contact for guests and plays a pivotal role in creating a welcoming and memorable experience. This role is responsible for handling all aspects of guest check-in and check-out, managing reservations, providing concierge services, and ensuring guest satisfaction throughout their stay. The ideal candidate will possess exceptional customer service skills, a friendly and professional demeanor, and a strong ability to multitask in a fast-paced environment.

Key Responsibilities:

* Guest Check-in and Check-out:

* Warmly greet guests upon arrival, verify reservation details, and efficiently complete the check-in process, including registration, assigning rooms, and issuing room keys.

* Process guest payments accurately, handle cash, credit card transactions, and foreign currency exchange, and ensure all billing is correct.

* Perform efficient and friendly guest check-out, process final payments, and assist with luggage or transportation needs.

* Address any guest concerns or billing discrepancies professionally and resolve them promptly.

* Reservations Management:

* Handle incoming reservation inquiries via phone, email, and in-person, providing accurate information about room availability, rates, and hotel facilities.

* Process new reservations, modifications, and cancellations accurately using the Property Management System (PMS).

* Upsell hotel services and facilities where appropriate to enhance the guest experience.

* Guest Services and Concierge:

* Provide comprehensive information about hotel facilities, services, local attractions, dining options, and transportation.

* Assist guests with special requests, such as wake-up calls, taxi bookings, restaurant reservations, and tour arrangements.

* Handle guest complaints and challenging situations with empathy and professionalism, striving for immediate resolution or escalating to management when necessary.

* Maintain a thorough knowledge of hotel emergency procedures and safety protocols.

* Communication and Coordination:

* Communicate effectively with other hotel departments (Housekeeping, F&B, Maintenance) to ensure guest requests are fulfilled and operational issues are addressed.

* Maintain accurate guest records and update profiles with preferences and important notes.

* Answer incoming calls and direct them to the appropriate department or individual.

* Handle incoming and outgoing mail, packages, and faxes for guests and the hotel.

* Administrative and Operational Support:

* Maintain a clean, tidy, and organized front desk and lobby area.

* Perform night audit duties if required, ensuring all daily transactions are balanced and reported.

* Handle hotel safe deposit box procedures and key control.

* Complete daily shift reports and other administrative tasks as assigned.

* Adhere to all hotel policies, procedures, and brand standards.

Qualifications:

* Education: High school diploma or equivalent required. A diploma or degree in Hospitality Management, Tourism, or a related field is highly preferred.

* Experience: Previous experience (1-2 years preferred) in a customer service role, preferably in a hotel front office or similar hospitality environment.

* Skills:

* Exceptional verbal and written communication skills in English and Bengali ( proficiency in Hindi is a plus due to local context).

* Proficiency in using Property Management Systems (PMS) like Opera, Fidelio, or similar.

* Strong computer skills, including Microsoft Office Suite (Word, Excel, Outlook).

* Excellent interpersonal and customer service skills with a genuine desire to assist guests.

* Ability to handle cash and process financial transactions accurately.

* Strong organizational skills and attention to detail.

* Ability to multitask and work efficiently under pressure in a fast-paced environment.

* Problem-solving abilities and a calm demeanor during difficult situations.

* Professional appearance and positive attitude.

Working Conditions:

* Primarily an indoor office environment within the hotel lobby.

* May require extended periods of standing and sitting.

* Ability to lift and carry light objects (e.g., guest luggage).

* Flexibility to work various shifts, including mornings, evenings, weekends, and holidays, as per the hotel's operational needs.

Job Type: Full-time

Pay: ₹8,000.00 - ₹9,000.00 per month

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Rotational shift

Language:

• Hindi (Preferred)
• English (Preferred)

Work Location: In person