Front Office Executive

18 hours ago

Manali, India The Cozy Nook Full time

Job Title **:Front Office Executive**

Department : Front Office / Guest Services

Reports To : Operations Manager

**Role Purpose**

Serve as the primary point of contact for all guests—handling arrivals, departures, phone queries, and on-property requests—while maintaining seamless front-desk operations and an outstanding first impression of the hotel.

Key Responsibilities Area

Core Duties
**Guest Handling, Manage check-ins, check-outs, walk-ins, and room allocations in PMS** Deliver a warm, professional welcome and departure experience

**Proactively resolve guest inquiries, complaints, and special requests**
Front-Desk Coordination Coordinate with Housekeeping, Concierge, F&B, and Engineering for timely service delivery

**Maintain clear internal logs and handover notes for each shift**

**Route calls/messages accurately and follow up on pending requests**
Cashiering & Basic Accounting Post charges, process payments, balance cash float, and prepare daily revenue reports

**Reconcile guest folios and support night audit when required**
Multitasking & Prioritization Juggle simultaneous tasks—e.g., guest arrivals, calls, walk-ins—using an organized queue system

**Escalate critical issues promptly to duty managers**
Guest Cycle Management Monitor the entire guest journey: reservation → arrival → stay → departure → post-stay feedback

**Standards & Compliance Follow brand SOPs, security policies, and data-privacy guidelines**
Uphold grooming and professional appearance standards at all times

**Continuous Improvement Record recurring issues, suggest process tweaks, and participate in front-office training programsRequired Qualifications**
- Bachelor’s or diploma in Hotel Management / Hospitality preferred
- 1-3 years’ front-office or customer-service experience (hotel environment ideal)
- Familiarity with a Property Management System (e.g., Opera, Cloudbeds)
- Basic understanding of accounting principles (cashiering, folio reconciliation)
- Fluent in English; additional local languages an advantage

Key Skills & Attributes
- **Multitasking & Time Management** - proven ability to handle high guest volumes without compromising service
- **Professional Communication** - excellent telephone etiquette and written skills
- **Problem-Solving** - calm under pressure; quick to diagnose and resolve issues
- **Attention to Detail** - accurate billing, reservation data entry, and shift reports
- **Guest-Centric Mindset** - anticipates needs and crafts memorable first impressions

Performance Indicators
- Average check-in / check-out time
- Guest satisfaction (post-stay survey scores)
- Call response time & accuracy of message routing
- Cash float variance / billing accuracy
- Compliance with brand SOPs and grooming standards

**This role suits a hospitality professional who thrives on multitasking and takes pride in delivering seamless, welcoming experiences from the very first “hello.”**

**Job Types**: Full-time, Permanent

Pay: ₹12,000.00 - ₹18,009.09 per month

**Benefits**:

- Cell phone reimbursement
- Food provided

Work Location: In person

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