Front Office Executive

JOB DESCRIPTION

Position: Front Office Executive
Department: Front Office / Guest Services
Reports To: Front Office Manager / Duty Manager
Employment Type: Full-time
Industry: Hospitality / Hotel

Job Summary

The Front Office Executive is responsible for providing exceptional guest service, managing check-in and check-out procedures, handling reservations, and ensuring guests have a memorable stay. This role serves as the face of the hotel and plays a crucial role in creating positive first and last impressions.

Key Responsibilities

Guest Services & Reception

• Welcome guests upon arrival with warm hospitality and professionalism
• Manage guest check-in and check-out procedures efficiently
• Verify guest identification and process registrations
• Explain hotel facilities, services, and room features to guests
• Handle guest complaints and resolve issues promptly
• Ensure guest satisfaction throughout their stay

Reservation Management

• Process room reservations via phone, email, and online booking platforms
• Confirm reservations and communicate booking details to guests
• Update room availability and rates in the Property Management System (PMS)
• Handle modifications, cancellations, and special requests
• Manage overbooking situations and walk-in guests

Front Desk Operations

• Operate the hotel's Property Management System (PMS) efficiently
• Assign rooms based on guest preferences and room availability
• Issue room keys and provide the necessary information
• Maintain accurate guest records and folios
• Handle room changes and upgrades as needed

Financial Transactions

• Process payments, including cash, credit cards, and online transactions
• Prepare guest bills and ensure accuracy of charges
• Handle foreign currency exchange (if applicable)
• Maintain cash drawer and prepare daily cash reports
• Process advance deposits and refunds

Communication & Coordination

• Answer phone calls and respond to guest inquiries professionally
• Coordinate with housekeeping for room status updates
• Communicate guest requests to relevant departments
• Handle wake-up call requests and messages
• Liaise with concierge, restaurant, and other hotel services

Administrative Duties

• Maintain guest history and preferences in the system
• Prepare daily reports including occupancy, revenue, and arrivals/departures
• Update room status and availability boards
• Handle group bookings and corporate accounts
• Manage lost and found items

Security & Safety

• Monitor CCTV and maintain lobby security
• Verify guest credentials and ensure unauthorized access is prevented
• Handle emergencies following hotel protocols
• Maintain confidentiality of guest information
• Report suspicious activities to security personnel

Required Qualifications

Education:

• Bachelor's degree in Hotel Management, Hospitality, Tourism, or related field
• Diploma in Hotel Management (preferred)
• Certificate courses in Front Office Operations (advantageous)

Experience:

• 1-3 years of experience in hotel front office or guest services
• Experience with hotel Property Management Systems
• Previous experience in luxury/boutique hotels is a plus

Technical Skills:

• Proficiency in hotel PMS software
• Knowledge of reservation systems (Booking.com, MakeMyTrip etc.)
• MS Office proficiency (Word, Excel, Outlook)
• Understanding of hotel channel management systems

Language Skills:

• Fluent in English (written and spoken) - Mandatory
• Knowledge of regional/local language - Bengali, Hindi

Core Competencies:

• Excellent communication and interpersonal skills
• Strong customer service orientation
• Professional appearance and grooming standards
• Ability to handle difficult situations with patience and tact
• Good numerical and cash handling skills
• Problem-solving and conflict resolution abilities
• Multitasking and time management skills
• Attention to detail and accuracy

Personal Attributes:

• Pleasant personality with a welcoming smile
• Calm demeanor under pressure
• Professional and courteous behavior
• Team player with collaborative attitude
• Flexible and adaptable to changing situations
• High level of integrity and honesty

Working Conditions

• Hotel front desk environment
• Shift work including mornings, evenings, nights, weekends, and holidays
• Standing for extended periods
• May require working during peak seasons and special events
• 9 hour shifts with rotational weekly offs

Key Performance Indicators (KPIs)

• Guest satisfaction scores and feedback
• Check-in/check-out efficiency
• Accuracy of billing and payments
• Number of guest complaints resolved
• Upselling and revenue generation
• Adherence to hotel standards and policies

Salary & Benefits

• Competitive salary based on experience and hotel category
• Staff accommodation
• Meals during shifts
• Paid leave as per company policy
• Training and career development opportunities

Career Growth Opportunities

• Senior Front Office Executive
• Front Office Supervisor
• Assistant Front Office Manager
• Front Office Manager

Job Type: Full-time

Pay: ₹17,000.00 - ₹22,000.00 per month

Ability to commute/relocate:

• New Town, Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 5 years (Preferred)

Work Location: In person