Front Office Executive

**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**
- 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
- 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