Front Office Executive

15 Sept 2025

Business Unit: The Fort House, Diu - IHCL SeleQtions

Department: Front Office

Description:

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

To ensure smooth running of front office operations with the objective of delivering seamless customer service to maximize guest satisfaction within the limits of corporate guidelines and standards..

Essential Job Tasks

Areas of Responsibility

Planning & Financials

• Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.

• Assists the Front Office Manager/ Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.

• Focuses on generating incremental revenue through Early Check-in and Late Check-outs.

• Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.

*Monitors the business of competition hotels in terms of new accounts and rates. *Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues. *Escalate to the room's controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms' availability. Leverage upselling opportunities to the guest to maximize revenues.

Process

''*Greet and assist guests with check-in, check-out, and other requests. Ensure that guests' needs are met, providing excellent customer service at all times.

• Handle guest complaints or issues efficiently and professionally, escalating to the Duty Manager when necessary. Oversee the daily activities of front desk agents, ensuring high levels of performance and adherence to procedures.

• Assist in training new staff, providing guidance on customer service standards, hotel policies, and procedures. Monitor staffing levels, adjusting schedules to ensure adequate coverage during peak times.

• Assist in managing reservations, both online and over the phone, ensuring accuracy and promptness. Maintain guest records, including personal information and billing details, in accordance with hotel policies.

• Ensure proper handling of cash, credit card transactions, and financial records.

• Collaborate with housekeeping, maintenance, and other hotel departments to ensure a seamless guest experience.

• Communicate guest preferences or special requests to relevant departments.

• Assist in implementing and enforcing hotel policies and procedures. Ensure compliance with health, safety, and security regulations.

• Ensure that the allotted room, registration card and keys are ready before guest arrival. Check with bell desk for delivery of baggage to room on time.

• Receive calls relating to front desk related work, rate queries, and reservations then responding accordingly. Forwarding any calls to relevant department. Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators.

Leverage upselling opportunities to the guest to maximize revenues.

Customer

'*Actively seeks information to understand and address guests' needs.

• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

• Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.

• Maintains regular contacts with corporate and individual guests, and build strong relationships with them.

• Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.

• Responds to and handles guest problems and complaints.

Required Qualifications

Degree in Hospitality Management.

Work Experience

At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level.

Languages Needed in Position

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Process Excellence

Result Orientation

Collaborative Engagement

Change Championship

Growth Mindset

Guest Centricity

Personal Effectiveness

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.