Front Office Executive

Department: Front Office

Location: Hotel Grand FFOUR, East of Kailash, New Delhi

Reporting To: Front Office Supervisor / Operations Manager

Role Purpose

The Front Office Executive is the face of Hotel Grand FFOUR and plays a critical role in delivering a seamless guest experience from arrival to departure. The role requires a blend of hospitality, communication, system discipline, and problem-solving, ensuring every guest interaction reflects our brand promise of Warmth, Consistency & Exceptional Hospitality.

Key Responsibilities

1. Guest Handling & Experience

• Greet guests warmly on arrival and ensure a smooth check-in process

• Handle check-outs efficiently, including billing and payment collection

• Assist guests with room allocation, upgrades, special requests, and local information

• Address guest complaints or concerns promptly and escalate when required

• Ensure personalized service for repeat and long-stay guests

2. Front Desk Operations

• Manage daily room inventory and availability

• Coordinate with Housekeeping for room readiness and status updates

• Maintain accurate guest records in the PMS

• Handle walk-in enquiries, phone calls, emails, and WhatsApp reservations

• Ensure proper handover between shifts

3. Reservation & Revenue Support

• Create, modify, and cancel reservations across OTA, direct, and corporate bookings

• Ensure rate parity and correct room pricing as per management instructions

• Upsell rooms, early check-in, late check-out, and hotel services when possible

• Maintain booking logs and daily arrival/departure lists

4. Cash, Billing & Documentation

• Handle cash, card, and UPI transactions responsibly

• Prepare shift closing reports and submit daily cash & revenue summaries

• Maintain proper invoices, guest folios, and supporting documents

• Ensure compliance with ID verification and government regulations (C-Form, police verification where applicable)

5. Coordination & Communication

• Liaise with Housekeeping, Kitchen, Maintenance, and Management for smooth operations

• Update internal logs for guest requests, complaints, and follow-ups

• Ensure timely communication of VIP arrivals, group bookings, and special instructions

6. SOP & Brand Compliance

• Follow all Front Office SOPs, checklists, and service standards

• Maintain professional grooming, body language, and communication at all times

• Ensure confidentiality of guest and hotel information

• Act as a brand ambassador for Hotel Grand FFOUR

Skills & Competencies

• Excellent verbal and written communication skills

• Strong guest service and problem-solving attitude

• Basic computer skills (PMS, Google Sheets, email, WhatsApp)

• Ability to multitask in a fast-paced environment

• Calm, polite, and professional under pressure

Qualifications & Experience

• Minimum qualification: Graduate / Diploma in Hotel Management preferred

• 1–3 years of Front Office experience in a hotel or serviced accommodation

• Experience in boutique hotels or mid-scale properties is an advantage

• Freshers with strong communication skills may be considered

Working Hours & Shifts

• Rotational shifts (Morning / Evening / Night)

• Weekly off as per hotel roster

What We Offer

• Growth opportunity in a professionally managed boutique hotel

• Exposure to operations, revenue, and guest experience systems

• Performance-based incentives and learning opportunities

• Respectful and process-driven work culture

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person