Front Office Trainee

Purpose of the Role

To learn and support front office operations under supervision, including guest check-in/check-out, entry ticketing, and guest service standards, with the objective of progressing to a Front Office Associate role.

Key Responsibilities

- Undergo structured training in front office procedures, systems, and SOPs.
- Observe and assist Front Office Associates during guest check-in, registration, and entry formalities.
- Learn to verify guest identification documents and complete KYC formalities as per regulatory requirements.
- Understand entry ticket issuance, package details, and applicable charges.
- Learn to handle guest queries, requests, and basic complaints under supervision.
- Assist with coordination between front office, cash desk, and security for smooth guest entry.
- Learn telephone and email etiquette for guest communication and reservations.
- Maintain guest service standards — courteous, attentive, and skilled conduct at all times.
- Attend classroom and on-floor training sessions, complete assessments/evaluations as required.
- Maintain discipline, punctuality, and grooming standards as per company policy.

Eligibility / Qualifications

- Minimum Graduate; hospitality/tourism background preferred.
- Age as per applicable state gaming regulations
- Good English/Hindi communication skills; additional languages an advantage.
- Pleasant personality, presentable, and guest-service orientation.
- Basic computer skills (MS Office, front office/reservation systems).
- No prior experience required — freshers eligible.

Skills to be Developed During Traineeship

- Front office systems, check-in/check-out, and ticketing procedures
- Guest handling,



communication, and conflict de-escalation
- KYC verification and compliance procedures
- Coordination with cash desk, security, and surveillance
- Grooming, etiquette, and professional guest service standards

Working Conditions

- Rotational shifts (including nights, weekends, and holidays), as casino operations are 24x7.
- Standing/desk-based work at the front office desk for extended periods.
- Work in a high-security, camera-monitored environment.

Traineeship Duration & Progression

- Minimum 3 months, subject to performance evaluation.
- Successful trainees are absorbed as Front Office Associate based on skill assessment.

Front Office Associate

Purpose of the Role

To independently manage front office operations, ensuring smooth guest check-in/entry, accurate documentation, and high standards of guest service and regulatory compliance.

Key Responsibilities

- Handle guest check-in, registration, and entry ticket issuance accurately and efficiently.
- Verify guest identification documents and complete KYC formalities as per regulatory requirements.
- Process entry ticket packages, group bookings, discounts, and child tickets.
- Handle payment collection (cash, card, online) and ensure accurate billing/receipting.
- Address guest queries, requests, and complaints, escalating where necessary.




- Coordinate with cash desk, security, and surveillance for smooth guest entry and safety.
- Maintain accurate guest records, reports, and documentation as per SOPs and compliance requirements.
- Handle telephone and email correspondence for reservations and guest communication.
- Ensure the front desk area is well-maintained, organized, and guest-ready at all times.
- Uphold grooming, etiquette, and professional service standards on every shift.

Eligibility / Qualifications

- Minimum Graduate; hospitality/tourism background preferred.
- 6 months–1 year of front office/guest service experience preferred (freshers with strong aptitude may be considered).
- Age as per applicable state gaming regulations
- Strong English/Hindi communication skills; additional languages an advantage.
- Proficiency in MS Office and front office/reservation systems.
- Strong guest-handling, multitasking, and problem-solving skills.

Skills to be Developed / Applied

- Advanced guest service and complaint resolution
- KYC and regulatory compliance procedures
- Ticketing, billing, and reconciliation processes
- Cross-departmental coordination (cash desk, security, surveillance)
- Professional communication and guest relationship management

Working Conditions

- Rotational shifts (including nights, weekends, and holidays), as casino operations are 24x7.
- Standing/desk-based work at the front office desk for extended periods.
- Work in a high-security, camera-monitored environment.

Progression

- Based on performance, may progress to Senior Front Office Associate / Front Office Supervisor.

📌 Front Office Trainee /Associate (Panaji)
🏢 Golden Globe Hotels
📍 Panaji