Job Purpose

The Front Office & Guest Relations Executive is responsible for creating a professional, welcoming and well-organised experience for customers, guests, vendors and event attendees at Base Eleven. The role combines front office operations, customer walk-around, administrative support and event-day coordination.

The position requires a highly presentable, approachable and proactive individual who can move across the property, identify customer requirements and coordinate with the relevant departments to ensure smooth operations.

Key Responsibilities1. Front Office & Customer Reception

- Welcome and greet customers, guests, event organisers, VIPs and visitors professionally.
- Understand the purpose of each visitor's arrival and direct them to the appropriate person, office or venue.
- Handle customer enquiries regarding halls, venues, events, facilities, parking, food and other services.
- Maintain visitor records and provide necessary information and assistance.
- Answer telephone calls and respond to routine enquiries professionally.
- Receive and communicate messages accurately to the concerned department or manager.
- Maintain a neat, professional and welcoming front office/reception area.

2. Customer Walk-Around & Venue Assistance

- Conduct customer walk-arounds of Base Eleven and introduce the various event spaces and facilities.
- Understand the basic features, capacities and suitable applications of the different venues.
- Assist prospective customers during venue visits and coordinate with the Sales/Event team when detailed commercial discussions are required.
- Ensure that the customer journey from reception to the venue is smooth and professional.
- Observe the condition, cleanliness, signage, lighting, ambience and general presentation of customer-facing areas during walk-arounds.
- Immediately report any issue affecting customer experience to the concerned department.

3. Event-Day Coverage

- Be present and actively support major events as assigned by the Operations Manager.
- Assist with guest reception, registration, directions and movement within the property.
- Guide guests to halls, dining areas, washrooms, parking areas, green rooms and other facilities.
- Support VIP and special guest movements when required.
- Assist in managing customer queries and directing them to the appropriate event coordinator.




- Monitor customer-facing areas during events and report operational issues immediately.
- Support event teams during guest arrival, peak entry periods and event closure.
- Coordinate with Security, Housekeeping, Operations, F&B; and other departments as required.
- Maintain a professional presence throughout the event.

4. Office Administration

- Maintain front office records, registers and daily reports.
- Handle basic documentation, filing, photocopying, scanning and data entry.
- Assist with preparation and circulation of internal documents and communications.
- Maintain records of visitors, enquiries, appointments and other front office activities.
- Assist management with routine administrative tasks.
- Monitor stationery and front office requirements and inform the concerned person when replenishment is required.
- Support basic coordination between departments when required.

5. Communication & Coordination

- Act as an effective communication point between customers and internal departments.
- Coordinate with Operations, Sales, F&B;, Housekeeping, Security, Finance and Management as required.
- Escalate customer complaints or operational issues promptly to the appropriate manager.
- Follow up on customer requests until they are appropriately addressed.
- Maintain clear and professional communication with customers, vendors and employees.

6. Property Presentation & Guest Experience

- Regularly walk through customer-facing areas to ensure they are presentable.
- Report cleanliness, maintenance, signage, lighting, temperature, washroom or other guest-experience issues.
- Ensure customer information boards and directional signage are properly positioned during events.
- Assist in maintaining the overall professional image of Base Eleven.
- Proactively identify situations that may affect customer satisfaction and bring them to management's attention.

Event Responsibilities

The Front Office Executive may be assigned to:

- Guest reception and registration
- Event help desk




- Venue directions and guest movement
- VIP assistance
- Parking and entry coordination support
- Hall/venue information
- Customer enquiry handling
- Event documentation
- Coordination with event organisers
- Post-event guest assistance

Skills & Competencies

- Excellent communication and interpersonal skills.
- Pleasant, confident and professional personality.
- Good customer-service orientation.
- Ability to communicate in English and Malayalam; knowledge of Hindi is an advantage.
- Good computer skills, including MS Office/Google Workspace.
- Ability to maintain records and handle routine administrative work.
- Valuable observation and problem-solving skills.
- Ability to remain calm and courteous during busy events.
- Strong coordination and follow-up skills.
- Ability to work independently as well as as part of a team.
- Willingness to work flexible hours, weekends and holidays based on event requirements.

Desired Qualifications

- Graduate or equivalent qualification.
- Previous experience in front office, hospitality, customer service, event management or administration is preferred.
- Freshers with excellent communication and customer-handling skills may also be considered.

Personal Attributes

The ideal candidate should be:

- Presentable
- Polite and approachable
- Proactive
- Customer-focused
- Responsible
- Well-organised
- Observant
- Flexible
- Team-oriented

Reporting

Reports to: Front Office / Operations Manager
Works closely with: Sales, Operations, F&B;, Housekeeping, Security, Finance and Management

Performance Indicators

- Customer satisfaction and quality of guest interaction
- Professional reception and venue presentation
- Timely response to customer requirements
- Accuracy of administrative records
- Effective event-day support
- Coordination with internal departments
- Prompt reporting and escalation of operational issues
- Qualified grooming and conduct

Important Requirement

This is not a desk-only position. The Front Office & Guest Relations Executive is expected to actively move around the property, interact with customers, conduct venue walk-arounds, support events and assist different departments whenever required to ensure a seamless customer experience.

Pay: ₹15,000.00 - ₹18,500.00 per month

Work Location: In person

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