Job
Description
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.
