Front Office Associate

1 day ago

Andheri Mumbai Maharashtra, India Nestor Hotels Full time

Front Office Executive - Hotel Industry Job Description

**Position Title**: Front Office Executive
**Department**: Front Office
**Reports To**: Front Office Manager / Guest Services Manager

**Job Overview**:
The Front Office Executive plays a crucial role in ensuring excellent customer service and the smooth operation of the hotel's front desk. This position is the first point of contact for guests, handling a wide range of administrative and guest service responsibilities. The executive will manage check-ins and check-outs, process reservations, and provide information about the hotel's services and facilities. Additionally, they will respond to guest inquiries, resolve issues, and ensure a positive guest experience.

**Key Responsibilities**:

- **Guest Check-In/Check-Out**:

- Greet guests warmly and professionally upon arrival.
- Verify guest details and ensure the accuracy of reservations.
- Efficiently process check-in and check-out procedures.
- Issue room keys and provide necessary information to guests.
- **Reservations Management**:

- Confirm reservation details, including dates, special requests, and payment.
- Assist with group bookings and special arrangements.
- **Guest Service & Assistance**:

- Provide guests with information about hotel facilities, services, and local attractions.
- Address guest concerns, requests, and complaints in a timely and professional manner.
- Follow up with guests to ensure satisfaction during their stay.
- **Administrative Tasks**:

- Maintain guest records in the property management system (PMS).
- Process payments (cash, credit cards, etc.) and issue receipts.
- Prepare and manage reports for room occupancy, reservations, and guest inquiries.
- **Communication & Coordination**:

- Communicate with other hotel departments (housekeeping, food and beverage, etc.) to ensure smooth guest experience.
- Maintain a high standard of cleanliness and presentation in the front office area.
- Coordinate with the concierge and bell staff to meet guest needs.
- **Security & Safety**:

- Ensure that guests are aware of hotel security procedures and safety protocols.
- Monitor and report suspicious activity or incidents to the management.
- **Administrative and Billing Support**:

- Provide billing and invoicing support, including handling guest accounts and resolving discrepancies.
- Assist with night audits or end-of-day procedures if required.

**Skills & Qualifications**:

- **Education**: High school diploma or equivalent required; a degree in hospitality management or a related field is preferred.
- **Experience**: Previous experience in a customer service role, preferably in the hotel industry or front office operations.
- **Skills**:

- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Proficiency in hotel management software (e.g., Opera, Maestro, etc.) and Microsoft Office Suite.
- Strong problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment with a focus on attention to detail.
- Excellent interpersonal skills and a friendly demeanor.

**Working Conditions**:

- **Shifts**: Front Office Executives may be required to work during weekends, holidays, and night shifts.
- **Environment**: A hotel’s front desk area, which is typically fast-paced and requires standing for long periods of time.
- **Physical Requirements**: Ability to lift small packages or handle office equipment.

**Career Progression**:
This role can lead to higher positions in the front office, such as Front Office Supervisor, Assistant Front Office Manager, or Front Office Manager, depending on performance and experience.

The Front Office Executive is vital in delivering a high level of service that ensures a positive guest experience and contributes to the overall success of the hotel.

Pay: ₹15,000.00 - ₹22,483.78 per month

**Benefits**:

- Food provided
- Provident Fund

Schedule:

- Day shift
- Fixed shift
- Morning shift
- Night shift
- Rotational shift

Supplemental Pay:

- Performance bonus
- Quarterly bonus
- Yearly bonus

**Education**:

- Secondary(10th Pass) (required)

**Experience**:

- Microsoft Office: 1 year (required)
- total work: 1 year (required)

**Language**:

- Hindi (required)
- English (required)

Work Location: In person

Expected Start Date: 30/11/2024

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