Receptionist / Front Office Executive

Role Overview

This position aims to provide an inviting and professional initial experience for every guest, ensuring seamless check-in and check-out procedures, addressing guest inquiries effectively, and coordinating front desk operations to guarantee high levels of guest contentment.

Key Duties

• Greet guests warmly upon their arrival and assist efficiently with check-in and check-out formalities.
• Respond promptly and courteously to guest questions, complaints, and requests.
• Maintain extensive knowledge about hotel amenities, nearby attractions, and local travel routes.
• Collaborate effectively with housekeeping, food and beverage, and other hotel departments to fulfill guest needs.
• Promote and upsell room categories and additional services to enhance revenue.
• Manage front desk systems such as Property Management System (PMS) for bookings, billing, room assignments, and related processes.
• Ensure accurate maintenance of guest records, reservations, and room status reports.
• Oversee daily cash management, receipts, and deposits securely.
• Adhere strictly to security, safety, and auditing protocols.
• Handle corporate bookings and coordinate with travel agents and online travel agencies as necessary.
• Communicate with housekeeping for timely room preparation and maintenance.
• Coordinate with the night audit and accounts teams for daily revenue closing.
• Maintain clear daily logs and conduct smooth shift handovers.
• Notify management about VIP arrivals, special requests, and returning guests.

Qualifications and Experience

• Graduate or diploma holder in Hotel Management or an equivalent qualification.
• Experience of 1 to 3 years in front office or guest relations roles preferred; however, fresh candidates with strong communication skills are welcome.
• Experience in 3-star or higher category hotels is advantageous.

Skills and Competencies

• Pleasant demeanor with excellent interpersonal and communication skills.
• Well-groomed with professional body language.
• Proficiency in English, Hindi, and a local language, preferably Marathi.
• Comfortable using PMS software such as IDS, eZee, Opera, or Cloudbeds.
• Ability to remain composed under pressure, multitask effectively, and manage busy periods smoothly.

Compensation and Benefits

• Monthly salary ranging between ₹14,000 and ₹22,000, commensurate with experience and hotel category.
• Complimentary meals during duty hours, uniforms, and accommodation where applicable.
• Incentives based on upselling and guest satisfaction metrics.
• Potential for career advancement within the hotel group.

Performance Metrics

• Guest satisfaction and feedback scores.
• Accuracy and timeliness of billing and night audit reports.
• Monthly upselling performance.
• Efficiency in complaint handling and resolution.
• Speed and smoothness of check-in and check-out processes.