To ensure the smooth, efficient, and professional operation of the hotel front desk while delivering a high standard of guest service, professionalism, and hospitality. The role requires managing guest check-ins and check-outs, handling guest requests and complaints, and coordinating with other departments to ensure seamless guest experiences.
KEY RESPONSIBILITIES
1. Guest Interaction & Hospitality Standards
- Greet guests warmly and maintain professional body language.
- Uphold guest privacy and confidentiality standards.
2. Guest Check-In Procedures
- Verify reservations and guest IDs.
- Process registrations, payments, and issue keys courteously.
3. Guest Check-Out Procedures
- Confirm charges, process final bills, and collect room keys.
- Request feedback and thank guests for their stay.
4. Handling Guest Requests &Complaints
- Record and coordinate guest requests with relevant departments.
- Resolve complaints empathetically and promptly.
5. Finance & Cash Handling
- Maintain petty cash and daily collection reports.
- Reconcile cash at end of shift and secure funds properly.
6. Communication & Telephone Handling
- Answer calls professionally within three rings.
- Log messages accurately and ensure timely follow-up.
7. Coordination & Housekeeping Procedures
- Manage Extra Bed, Wash & Change, and Room Block slips.
- Coordinate with housekeeping for room readiness.
8. Luggage Handling
- Tag and log guest luggage accurately.
- Inform guests about luggage policy for valuables.
9. Maintenance &Cleanliness
- Keep the front desk clean and clutter-free.
- Report and follow up on maintenance issues.
10. Night Shift Duties (if applicable)
- Follow night shift report and ensure desk vigilance.
- Stay alert for security purposes and assist guests as needed.
11. Lost & Found Procedure
- Record and label found items accurately.
- Return items only after guest verification and signature.
12. Shift Handover Process
- Prepare shift reports and verify all cash and keys.
- Brief incoming staff on essential updates.
13. Emergency Protocol
- Follow hotel emergency guidelines.
- Ensure guest and staff safety, and report incidents.
KEY SKILLS &COMPETENCIES
- Excellent communication and guest handling skills.
- Strong multitasking and organizational abilities.
- Professional grooming and courteous attitude.
- Knowledge of front office operations.
- Problem-solving and conflict resolution skills.
QUALIFICATIONS &EXPERIENCE
- Diploma/Degree in Hotel or Hospitality Management.
- 1-3 years of experience in a front office role preferred.
- Familiarity with hotel software and guest service procedures.
WORK CONDITIONS
- Rotational shifts including nights, weekends, and holidays.
- Standing for extended periods during shifts.
Job Type: Full-time
Pay: ₹180,000.00 - ₹300,000.00 per year
Work Location: In person
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