Front Office Receptionist

Job Title: Front Office Associate

Location: Hotel The Castle, Dhanbad, Jharkhand

Department: Front Office v

Reports To: Front Office Manager / Duty Manager

Job Summary:

The Front Office Associate is the face of the hotel—responsible for delivering an excellent guest experience from arrival through departure. This role ensures smooth check-ins and check-outs, handles guest inquiries and requests, and maintains strong coordination with other departments to deliver seamless service. The aim is to ensure guest satisfaction, uphold hotel standards, and contribute positively to the hotel's reputation.

Key Responsibilities:

• Greet guests warmly and assist during check-in and check-out process with accuracy and efficiency.
• Verify reservations, issue room keys/cards, explain hotel policies, amenities, services, and develop guest rapport.
• Handle guest enquiries, special requests, and complaints in a polite, timely and professional manner; escalate when needed.
• Maintain up-to-date knowledge of room availability, rates, promotions, packages, and all hotel services.
• Coordinate with housekeeping, maintenance, food & beverage, and other relevant departments to ensure rooms and guest needs are met.
• Manage guest folios/accounts: process payments, refunds, billing adjustments, city ledger, etc.
• Maintain records of arrivals, departures, no-shows, and cancellations.
• Keep the front desk and lobby area clean, organized, and presentable at all times.
• Answer phone calls and emails: reservations, guest information, messages, transfers, etc.
• Follow hotel SOPs, security, and emergency procedures.
• Assist in upselling room categories, amenities or services when possible.
• Maintain confidentiality and handle guest data with care.
• Any other tasks assigned by Front Office Manager to ensure optimum guest satisfaction.

Qualifications & Skills:

• Minimum educational qualification: 12th pass. Diploma or degree in Hospitality / Hotel Management is a plus.
• Prior experience in front office / reception / guest service role preferred (often 1-2 years). Freshers may be considered if enthusiastic and with strong communication skills.
• Fluency in English and Hindi is required. Knowledge of local language(s) and/or other languages will be an advantage.
• Strong communication (verbal & written), interpersonal skills, customer-centric attitude.
• Good numerical ability (for billing, cash handling).
• Proficiency in basic computer skills: reservation systems / PMS, MS Office etc.
• Well-groomed, professional appearance.
• Ability to work flexible hours, shifts including weekends, holidays.
• Good problem solving, being calm under pressure, attention to detail.

Competencies / Personal Attributes:

• Highly customer oriented: empathy, patience, courtesy.
• Presentable, neat, polished in appearance.
• Responsible, punctual, integrity & trustworthiness.
• Team player: able to coordinate and work with multiple departments.
• Adaptable: able to adjust to changing guest demands or schedules.
• Strong organizational skills.

Working Conditions:

• Shift work: rotating shifts, including night shifts, weekends and holidays.
• Work is predominantly standing / walking.
• Guest facing environment; sometimes fast paced, especially during busy periods.
• Use of computer and front office equipment.

Performance Metrics:

• Guest satisfaction scores / feedback.
• Accuracy of billing, reservation and front desk operations.
• Timeliness of guest check-in / check-out.
• Upselling performance.
• Adherence to hotel policies and SOPs.
• Teamwork and coordination with other departments.

Compensation & Benefits (suggested / to be specified):

• Salary: Negotiable
• Benefits: Provident Fund, Leave, Uniform, Staff Food etc.
• Training & development opportunities

Job Type: Full-time

Benefits:

• Food provided
• Paid sick time
• Provident Fund

Work Location: In person