Front Office Executive

4 weeks ago

Visakhapatnam, India Pema Wellness Retreat Full time

The primary responsibility of Front Office Executive is to ensure the smooth operation of the front desk reception area and consultation area serving as the first point of contact for guests and visitors.



Responsibilities

  • Greet guests warmly as they arrive at the resort and offer welcome drinks to the guests.
  • Assist guests with check-in and check-out procedures efficiently, ensuring accuracy in billing as per the availed services.
  • Provide information about the resort facilities, property show around, room orientation and making reservations as needed.
  • Handle guest inquiries, requests, and complaints promptly and professionally, striving to resolve issues to the guest's satisfaction.
  • Prepare daily incident reports based on the guest complaints and follow up with concerned departments for closing the issues.
  • Maintain guest profile sheet based on the guest preferences and requests.
  • Manage incoming calls, emails, and correspondence, directing them to the appropriate departments or personnel.
  • Handling guest’s consultation schedules in the consultation area and maintain guest case files.
  • Perform administrative tasks such as managing reservations, processing payments, and maintaining guest records accurately.
  • Prepare and circulate daily guest movement reports, including occupancy rates, arrivals, departures, and special requests.
  • Coordinate with other departments such as housekeeping, maintenance, and doctors to ensure guest needs are met promptly.
  • Act swiftly to resolve any issues or complaints raised by guests, demonstrating empathy and professionalism in all interactions.
  • Anticipate potential challenges and take proactive measures to prevent service disruptions or guest dissatisfaction.
  • Adhere to security procedures and protocols to ensure the safety and well-being of guests and staff.
  • Maintain a polished appearance and professional demeanor at all times, adhering to the resort's grooming standards and dress code.
  • Uphold the resort's brand standards and values, consistently delivering exceptional service to enhance the guest experience.
  • Assist in the coordination of VIP arrivals, providing personalized service to high-profile guests as per the standard operating procedure.



Qualifications


  • Bachelor’s Degree in Hospitality Management or tourism management field.
  • Minimum 02 to 04 years of proven work experience as Front Office Executive in hospitality/service industry.
  • Must be able to read, speak, write, and understand the primary language used in the workplace.
  • Strong problem-solving abilities and a proactive approach to resolving guest concerns or issues.
  • A genuine passion for providing outstanding service and creating memorable experiences for guests.
  • Exceptional organizational skills with the ability to multitask and prioritize tasks effectively in a fast-paced environment.
  • Attention to detail and accuracy in handling guest information, billing, and financial transactions.
  • Proficiency in using computer software and office applications, including MS Office suite (Word, Excel.
  • Willingness to assist colleagues and contribute to a positive work environment through teamwork and mutual support.
  • Impeccable grooming and professional appearance, adhering to the resort's grooming standards and dress code.
  • Ability to adapt quickly to changing situations and guest preferences, demonstrating flexibility and resourcefulness in meeting guest needs.
  • Flexible to work in all shifts including night shift on rotation basis.


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