Front Office Executive

About the role

2. Roles and Responsibilities A. Guest Reception and Check-In / Check-Out Welcome guests warmly and professionally upon arrival. Complete guest check-in and check-out procedures efficiently. Verify guest identification documents and maintain the required guest records. Explain property facilities, services, policies, and timings to guests. Assist guests with luggage coordination and room allocation, wherever applicable. Ensure a smooth and hassle-free arrival and departure experience. B. Reservation and Booking Management Handle guest enquiries through telephone calls, emails, WhatsApp, and online booking platforms. Manage room reservations, cancellations, modifications, and booking confirmations. Check room availability and coordinate with the reservation or sales team. Maintain accurate booking records and update reservation details in the hotel management system. Communicate room rates, packages, offers, and applicable booking policies. Follow up on enquiries and convert potential enquiries into confirmed bookings, wherever required. C. Guest Relations and Customer Service Provide professional and courteous service to all guests. Respond promptly to guest queries, requests, and complaints. Coordinate with housekeeping, maintenance, food and beverage, security, and other departments to resolve guest concerns. Monitor guest satisfaction and take appropriate action to improve the guest experience. Handle difficult situations calmly and escalate serious complaints to the reporting manager. Maintain a welcoming and service-oriented environment at the front desk. D. Coordination with Other Departments Coordinate with housekeeping regarding room readiness, room cleaning, and room status. Inform the maintenance team about room defects, equipment issues, and repair requirements. Coordinate with the food and beverage team regarding meal timings, special requests, and guest requirements. Communicate guest arrivals, departures, VIP bookings, and special occasions to the concerned departments. Ensure that guest requests are communicated clearly and completed within the required time. Maintain effective coordination between the front office and operations team. E. Billing and Cash Handling Prepare guest bills, invoices, and payment receipts accurately. Collect payments through approved payment methods and issue receipts. Maintain records of advance payments, deposits, outstanding balances, and refunds. Verify billing details before guest check-out. Coordinate with the accounts department for payment reconciliation and billing discrepancies. Maintain proper records of daily collections and submit reports to the reporting manager. Follow company policies for cash handling and financial transactions. F. Telephone and Communication Management Answer incoming calls professionally and respond to enquiries. Transfer calls to the appropriate department or staff member. Maintain records of important calls, messages, and guest requests. Respond to emails and WhatsApp enquiries within the prescribed turnaround time. Communicate information accurately and maintain professional telephone etiquette. G. Guest Records and Documentation Maintain accurate guest registration forms and identification records as required. Update guest details in the property management system or designated registers. Maintain reservation records, check-in and check-out details, and payment information. Ensure guest information is handled confidentially and securely. Maintain proper documentation according to company procedures and applicable requirements. H. Complaint Handling and Problem Resolution Listen carefully to guest complaints and understand the issue. Take immediate action to resolve routine guest concerns. Coordinate with the concerned department to ensure timely resolution. Record complaints and actions taken for future reference. Escalate unresolved or serious issues to the Operations Manager. Follow up with guests to confirm that their concerns have been addressed satisfactorily. I. Front Office Administration Maintain cleanliness, organization, and professionalism at the reception area. Ensure front desk registers, stationery, forms, and other necessary materials are available. Maintain shift handover records and communicate pending tasks to the next shift. Monitor guest arrivals, departures, room occupancy, and special requests. Maintain proper records of lost-and-found items and coordinate their safe handling. Follow company policies, standard operating procedures, and service standards. J. Safety, Security, and Compliance Follow guest verification and registration procedures. Coordinate with security personnel regarding visitor entry and access control. Report suspicious activities, safety concerns, and emergencies to the appropriate authority. Follow emergency response procedures and assist guests when necessary. Ensure that guest records and personal information are handled in accordance with applicable requirements. Report incidents, accidents, and unusual occurrences to the reporting manager. K. Reporting and Daily Operations Prepare and submit daily front office reports to the reporting manager. Maintain records of occupancy, arrivals, departures, bookings, and guest complaints. Report daily collections, pending payments, and billing discrepancies. Provide updates on room status and operational issues. Maintain a proper shift handover report. Complete assigned duties within the stipulated timelines. 3. Required Skills and Competencies Excellent verbal and written communication skills. Pleasant personality and professional grooming. Strong customer service and guest-handling skills. Good telephone etiquette and email communication. Basic knowledge of MS Office, Excel, and computer applications. Knowledge of hotel management or property management software is an advantage. Ability to handle multiple tasks and work under pressure. Good coordination, time management, and problem-solving skills. Attention to detail in reservations, billing, and documentation. Professional conduct, punctuality, and a positive attitude. Ability to work in shifts, weekends, and holidays as required by the property. 4. Performance Expectations (KPIs) The Front Office Executive's performance will be assessed based on the following: Guest satisfaction and quality of service. Accuracy of reservations, guest records, and billing. Timely response to guest enquiries and requests. Efficient check-in and check-out procedures. Proper coordination with housekeeping and other departments. Timely submission of daily reports. Effective handling and resolution of guest complaints. Accuracy in cash handling and payment records. Compliance with company policies and standard operating procedures. Punctuality, discipline, grooming, and professional behaviour. Proper shift handover and follow-up on pending tasks. Contribution to guest retention and booking conversions, wherever applicable. 5. Code of Conduct Maintain professional behaviour and courteous communication at all times. Report to duty punctually and adhere to the assigned shift schedule. Wear the prescribed uniform and maintain proper personal grooming. Avoid sharing confidential guest or company information with unauthorized persons. Do not make unauthorized commitments, discounts, refunds, or financial adjustments. Follow the instructions of the reporting manager and comply with company policies. Report operational issues, guest complaints, and incidents promptly. Ensure that all assigned responsibilities are completed before the end of the shift, wherever possible.

Key Skills