Front Office Executive

Job description

Job Title: Front Office Executive

Location: Hotel Divan/ Nayapalli

Position Type: Full-time

Job Summary:

We are looking for a dynamic and professional Front Office Executive to join our hotel team. The ideal candidate will be responsible for managing the front desk operations, ensuring that all guest interactions are handled efficiently and courteously. The Front Office Executive will be the first point of contact for guests and will play a critical role in creating a welcoming atmosphere, providing excellent customer service, and supporting hotel operations.

Key Responsibilities:

Guest Check-in & Check-out:

• Greet guests warmly upon arrival and assist with the check-in process, ensuring accuracy of guest information.
• Process check-outs efficiently, ensuring all charges are correctly applied to the guests account and providing receipts upon request.
• Provide guests with relevant information about hotel services, amenities, and policies.

Guest Service & Support:

• Address and resolve guest inquiries, requests, and complaints in a timely and professional manner.
• Offer personalized services to guests, ensuring that their needs are met during their stay.
• Coordinate with housekeeping, maintenance, and other hotel departments to fulfill guest requests and maintain guest satisfaction.
• Ensure guests privacy and security are maintained, handling all personal and payment information confidentially.

Reservations & Bookings:

• Manage room reservations through the hotels property management system (PMS), ensuring accurate booking entries.
• Handle reservations for special requests, group bookings, and VIP guests, and ensure that all requirements are communicated to relevant departments.
• Provide guests with information on available room types, rates, and promotions.

Communication & Coordination:

• Answer phone calls, emails, and other forms of communication in a professional and polite manner, providing information as requested.
• Coordinate guest arrivals and departures, ensuring a seamless check-in and check-out process.
• Communicate with the sales and housekeeping teams to ensure room availability and guest requirements are met.

Billing & Payment Processing:

• Process payments for guest stays, ensuring correct billing details and resolving any discrepancies in the guest account.
• Handle cash, credit card, and other payment methods securely and accurately, ensuring proper documentation.
• Assist in generating and reconciling daily reports related to guest transactions.

Administrative Support:

• Maintain a clean and organized front office area, ensuring that all materials (e.g., brochures, forms, promotional materials) are up to date.
• Perform administrative tasks such as filing, data entry, and document preparation as needed.
• Assist in managing guest feedback and surveys to help improve hotel services and operations.

Security & Safety:

• Follow security procedures and ensure that only authorized guests are allowed to enter the premises.
• Maintain knowledge of hotel emergency procedures and assist in the event of an emergency or evacuation.

Qualifications & Requirements:

• Education:
• High school diploma or equivalent; a degree in Hospitality Management or related field is a plus.
• Experience:
• Previous experience in customer service or front office roles in the hotel or hospitality industry is preferred.
• Skills:
• Proficiency in hotel property management systems (PMS) and Microsoft Office Suite.
• Strong communication skills, both verbal and written.
• Excellent organizational and multitasking abilities.
• Ability to remain calm and professional in a fast-paced environment.
• Personal Attributes:
• Friendly, approachable, and customer-oriented demeanor.
• Strong problem-solving skills and the ability to think on your feet.
• High level of attention to detail and accuracy.
• Ability to work collaboratively with a team while also being able to handle tasks independently.

Working Conditions:

• Full-time position, with shifts including evenings, weekends, and holidays, depending on hotel needs.
• The role may require ties standing for extended periods of time and handling various guest service tasks simultaneously.