Pinaka Inn

Role Summary The Front Office Executive / Receptionist is responsible for end-to-end front desk operations—handling reservations, check-in/check-out, guest services, billing and payments, coordination with housekeeping/maintenance/kitchen/banquet, and maintaining legal and operational records—ensuring a smooth and professional guest experience at all times. Key Responsibilities 1) Reception & Guest Service • Welcome guests, create a positive first impression, and ensure smooth arrival experience. • Handle guest enquiries, requests, and complaints in a professional and solution-oriented manner. • Provide information on hotel services, kitchen timings, banquet details, local guidance, and policies. • Maintain guest confidentiality and adhere to hotel service standards and etiquette. 2) Reservations, Enquiries & Sales Support • Handle room enquiries through calls/WhatsApp/email/walk-ins/OTA and convert them into bookings. • Create/modify/cancel reservations in hotel software with accurate details. • Share tariffs, inclusions, hotel location, policies, and payment/advance requirements. • Coordinate with manager for corporate/group bookings and special rate approvals (if required). • Ensure correct updates of room inventory and booking status to avoid overbooking. 3) Check-in Process (Front Desk Operations) • Verify guest identity documents, collect required details, and get forms filled & signed as per SOP. • Assign rooms as per booking, preferences, availability, and operational constraints. • Explain hotel rules (checkout time, payment policy, breakfast/restaurant, banquet, visitor policy, etc.). • Ensure advance/complete payment collection as per policy at check-in/check-in extension. • Update room status and guest details correctly in PMS. 4) Check-out Process & Departure Handling • Prepare accurate final bills (room + food + other services) in PMS. • Confirm all postings (restaurant orders, extra bed, early check-in/late checkout, damages, etc.). • Collect pending payments before checkout; issue invoice/receipt and close folio properly. • Coordinate with housekeeping for room checkout status and quick room turnover when required. 5) Billing, Cashiering & Accounts Support • Generate invoices, post charges, and maintain correct GST/tax entries as per hotel billing format. • Accept payments via cash/card/UPI/bank transfer and ensure proper documentation. • Maintain shift-wise cash tally, transaction register, and handover records. • Avoid revenue leakage through correct postings and approvals for discounts/waivers. 6) Coordination with Housekeeping & Maintenance • Track room readiness (Vacant Clean/Dirty/Occupied) and update MyHotelLine regularly. • Communicate priority cleaning for early arrivals, VIPs, and back-to-back check-ins. • Report maintenance issues (AC/geyser/electrical/plumbing) and follow up till closure. • Ensure guest amenities/extra items requests are coordinated and delivered on time. 7) Communication & Front Desk Etiquette • Handle all calls with standard greeting, proper probing, and correct information sharing. • Maintain professional WhatsApp/email communication with guests and booking partners. • Use polite language, avoid arguments, and follow escalation matrix for critical issues. 8) Reports, Logs & Compliance • Maintain daily registers/logs: • Guest check-in/check-out list • Ensure guest records and ID documentation are maintained securely as per SOP/legal requirements. • Support daily closing tasks: pending dues, night summary notes for manager (if applicable). 9) Safety, Security & Asset Control • Keep control of room keys/cards and follow strict key handover policy. • Monitor reception area and coordinate with security/CCTV (where applicable). • Identify and report suspicious activity, visitor violations, or safety hazards immediately. • Maintain discipline, punctuality, grooming, and a clean front office environment.