Front Office Executive

1 week ago

Vadodara Varanasi, India Eco Hotels Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Roles and Responsibilities

  • Greet guests upon arrival, check-in, and provide information about hotel facilities.
  • Handle guest complaints and feedback in a professional manner.
  • Manage front office operations, including handling cash transactions and maintaining accurate records.
  • Ensure efficient telephone handling and communication with guests via phone calls.
  • Provide exceptional customer service to ensure guest satisfaction.

1. Guest Services:

  • Ensure all guest needs are met in a timely and professional manner.
  • Handle guest inquiries, complaints, and requests with a high level of customer service and satisfaction.
  • Maintain a presence in the lobby to ensure guest concerns are addressed promptly.
  • Provide personalized assistance for VIP guests and high-profile clientele.
  • Monitor guest feedback, address any issues that arise, and implement corrective actions when necessary.

2. Staff Supervision:

  • Supervise front office staff, including receptionists, concierge, bellboys, and other related roles during shifts.
  • Assign tasks and responsibilities to ensure smooth operations.
  • Provide coaching, training, and development to front office employees to improve their skills and performance.
  • Monitor employee performance, provide feedback, and resolve any conflicts or issues.
  • Ensure staff adheres to hotel policies and service standards.

3. Operational Management:

  • Ensure smooth check-in and check-out processes for all guests.
  • Oversee room assignments, ensure room availability, and handle any issues related to room status.
  • Coordinate with housekeeping and maintenance departments to address any immediate guest requirements or issues.
  • Monitor hotel occupancy levels and manage room rates in accordance with hotel policies.
  • Handle billing, payments, and cash handling with accuracy and accountability.

4. Security and Safety:

  • Ensure that the hotel complies with all safety and security regulations.
  • Address any emergency situations such as medical incidents, fire alarms, or security breaches.
  • Conduct regular inspections of the front office and public areas to ensure cleanliness, safety, and compliance with standards.

5. Communication:

  • Maintain open lines of communication with other hotel departments to ensure that guest needs are met efficiently.
  • Report any issues or concerns to the General Manager or Assistant Manager on duty.
  • Prepare and present shift reports detailing guest feedback, operational issues, and staff performance.
  • Ensure effective handover of shift responsibilities and updates for the incoming team.

6. Administrative Duties:

  • Review and approve guest reservations, cancellations, and special requests.
  • Ensure compliance with all hotel policies and procedures.
  • Maintain up-to-date knowledge of hotel services, pricing, and local attractions.
  • Ensure proper documentation and reporting of guest incidents or complaints for future reference.

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