Job Description

Job Summary:

As a Front Office Executive for Pandav Hotels, you will play a crucial role in ensuring the efficient and

effective functioning of front of the office. Your responsibility will be, to act as single point of contact for

all the activities related to check-in, check-out, addressing guest queries, issues, coordination and source

of information while contributing to the overall success of the resort.

Description of Duties:

1. Morning Briefing

i. Attend morning meetings with department heads to discuss the day's priorities, events, and

challenges. Bring forward the concerning issues so that they can be resolved at priorities.

ii. Lead Morning Briefings with department head in absence of Operations Manager/Assistant

operation's Manager

iii. Update on occupancy status, guest arrivals, and special requests during briefings.

2. Guest Interactions

i. Handle guest inquiries, coordinate and address any issues or concerns.

ii. Attend call from the boarded guest and coordinate with F&B, Naturalists, Kitchen and

Housekeeping to get requests arranged.

iii. Attend walk-in guests and take them for property tour, room tour, and brief about schedule.

iv. In absence of naturalist, brief about nature/naturalist related value add services and Satpura

tiger reserve.

v. Use suggestive selling techniques to sell rooms and to promote other services of the hotel.

vi. Presents options and alternatives to guests and offers assistance in making choices.

vii. Must be aware of the charges related to various services offered in the resort.

viii. Engage with guests to gather feedback on their experience and address any concerns.

ix. Request guest for video feedback during check out and if guest is comfortable take the same.

x. Request guest to provide reviews and feedbacks at trip advisor and google reviews.

xi. Record & Review the feedbacks from the guest to discuss with operation/ assistant operation

manager to ensure issues are resolved.

xii. Ensure that guest requests and special arrangements are communicated to relevant

departments.

xiii. Implement initiatives to improve guest satisfaction and resolve related issues promptly.

xiv. Collaborate with the management and team to enhance the overall guest experience.

Job Title: Front office Executive Department: Front Office

Job Location: Bhopal/Madhai/Panchmarhi Reports To: Operation Manager

/ Assistant Operation Manager

xv. Knows all safety and emergency procedures, is aware of accident prevention policies.

xvi. Coordinate with reservation in case of any grievance from guest.

xvii. Payment collection naturalist related activities and reconciliation in the cash register.

3. Front Office Operations

i. Handle basic reservation related enquiries and coordinate same with head office.

ii. Check emails, messages or any update for any overnight communication

iii. Review the occupancy status for the day and any special requests and update in the relevant

groups

a. Check on Ezee absolute stay view.

b. Update the same on Staff Group

c. Write down guest details in Hindi and update security guards (So that guard can verify

before opening the gate)

iv. Set up the front office area, ensuring it is clean and organized.

v. Review the day's schedule, including check-ins, check-outs, and any events or activities

vi. Guest Assistance call 1 day before arrival of guest

a. To provide assistance regarding route, road condition, weather condition and to capture

any special request.

b. To convey enthusiasm about their arrival, mentioning himself as point of contact in case

any further assistance needed.

c. To assist guest with information about local attractions, transportation and services.

vii. Arrival Calls to guests on the day of arrival to confirm their arrival status, reconfirm on special

requests.

viii. Coordinate and always be updated on duty roaster of employees in the resort.

ix. Maintains guest room key storage, and maintains and supervises access to keys.

x. Communicate F&B, housekeeping, security, kitchen and reporting manager, on upcoming checkins

and related itinerary or any request received by guest

xi. Bill collection and settlement of walking guests at restaurant.

xii. Prepare daily & monthly staff attendance update and share the same with Human Resource and

Operations

xiii. Coordinate with head office in case of any discrepancies in bill settlement or software

issues/error

xiv. Ensure every guest is provided with welcome drink, water and tissue tablet post return from

Activities or Check in arrival.

xv. Any other work/responsibilities which reporting manager or management assign's from time to

time.

xvi. Assist Operation Manager/Assistant operation Manager in cash handling and cash register

update while maintaining all records related to income and expenses.

4. Check In

i. Ensure housekeeping, F&B and kitchen department is communicated on check in time to ensure

rooms readiness, luggage collection, welcome drinks arrangements.

ii. Greet guests, provide property briefing, booked room briefing, plan briefing, schedule briefing

(breakfast, lunch, High tea and dinner timing) to guests.

iii. Up sale room upgrade to the guest in case available.

iv. Get the Check-in process done in Ezee absolute software

a. Fill guest registration card, print the same and get it signed from the guest

b. Check on any extra persons check-in apart from booking

c. Collect the soft copies of guest's identity card and upload same in Ezee absolute

d. Collect the balance payment from the guest through digital platform or in cash as per the

guest convenience, update payment receipt in Ezee absolute

e. Take the screenshot of payment and update the same in activity group

f. Get the check--in process completed/closed at Ezee absolute software once keys are

handed over to the guests and guest has moved to their respective rooms

g. Create city Ledger account for every guest checked in.

h. Escort the guest(s) till room.

iv. Brief Short stay, cancellation, guest related policies to guest.

5. Check Out

i. Coordinate with guests regarding their checkout, Call and communicate each guest for their

check out time.

ii. Getting check out bills ready before check out of the guests

a. Coordinate with F&B to ensure all the bills are posted in Ezee optimus both chargeable

and non-chargeable

b. Coordinate for corrections in any wrong entry/posting of bills.

c. Coordinate with housekeeping on damages and minibar usage update.

d. Coordinate with operation manager for the decision on damages and update on ezee

optimus accordingly.

e. Settlement of bills in city ledger (Ezee absolute and Ezee optimus)

iii. Ensure collection of all the payments from the guest against their bookings, restaurant bill and

activity related bills and submit the same for entry in cash register and daily cash reconciliation.

6. Miscellaneous

i. Act as a resource to fulfill the responsibilities of F&B HOD or Housekeeping HOD in their absence.

ii. Take care of responsibilities of Operations Manager/Operations Manager in their absence.

iii. Train new team members on Front Office operation, and software usage.

Qualification:

? Bachelor's degree in Hospitality Management, Business Administration, or a related field.

? Proven experience in front office within the hospitality industry.

? Strong organizational and leadership skills.

? Excellent communication and interpersonal abilities.

? Should follow etiquettes of front of the office.

? Familiarity with environmental conservation practices is beneficial.

Working Condition:

? The role involves a combination of office and on-site work.

? Flexible hours may be required based on operational needs

? Availability to handle emergencies or urgent matters outside regular working hours.

Job Types: Full-time, Permanent, Internship
Contract length: 12 months

Pay: ₹10,000.00 - ₹20,000.00 per month

Benefits:

Flexible schedule Food provided Leave encashment
Work Location: In person