Job Description

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