1. Key Duties and ResponsibilitiesA. Guest Reception & Hospitality

- Welcome guests warmly and professionally, maintaining four-star hospitality standards.
- Ensure a smooth, efficient, and personalized check-in and check-out experience.
- Handle guest registration, verify identification documents, and complete all required formalities.
- Provide accurate information about hotel facilities, room categories, restaurant timings, and available services.
- Maintain professional grooming, communication, body language, and guest-facing etiquette.

B. Reservation & Room Management
- Handle room reservations, modifications, cancellations, and walk-in enquiries.
- Coordinate with the Housekeeping Department to ensure room readiness and timely allocation.
- Monitor room availability, occupancy status, VIP arrivals, group bookings, and special requests.
- Ensure proper coordination of early check-ins, late check-outs, room upgrades, and special arrangements as per hotel policy.
- Update the Property Management System (PMS) accurately and promptly.

C. Guest Relations & Complaint Handling
- Attend to guest enquiries, requests, and complaints promptly and courteously.
- Resolve routine guest concerns within the limits of assigned authority.
- Escalate reliable complaints, service failures, and special cases to the Front Office Manager or Duty Manager.
- Follow up with the concerned departments to ensure guest requests are completed.
- Maintain guest satisfaction, confidentiality, and professional relationships throughout the guest's stay.

D. Billing, Cash & Financial Responsibilities
- Prepare and verify guest bills, invoices, and supporting documents.
- Handle cash, card payments, digital payments, deposits, and refunds according to approved procedures.
- Ensure accurate posting of room charges, restaurant bills, and other applicable services.
- Maintain proper records of transactions and complete shift cash reconciliation.
- Report billing discrepancies, payment failures, and financial irregularities immediately to the authorized manager.

E. Coordination with Other Departments
- Coordinate with Housekeeping regarding room status, cleaning schedules, maintenance issues, and room readiness.
- Communicate with Restaurant, Kitchen, Security, Maintenance, and other departments to ensure smooth guest services.
- Coordinate luggage assistance, transportation, wake-up calls, and other guest requirements with the relevant teams.
- Inform the concerned departments about VIP guests, special occasions, guest preferences, and important service requirements.




- Ensure all pending matters are communicated clearly during shift handovers.

F. Telephone, Communication & Guest Information
- Handle incoming and outgoing telephone calls professionally.
- Respond to email enquiries, booking requests, and guest messages promptly.
- Maintain accurate communication records and pass important information to the appropriate personnel.
- Provide clear directions and information regarding hotel services and nearby facilities.
- Protect guest information and avoid disclosing confidential details to unauthorized persons.

G. Shift Operations & Reporting
- Complete opening and closing procedures according to the assigned shift.
- Maintain accurate records of arrivals, departures, room movements, payments, and pending guest requests.
- Prepare shift reports and communicate important operational updates to the next shift.
- Report maintenance issues, unusual incidents, security concerns, and operational difficulties to the Duty Manager.
- Ensure the reception desk, lobby-facing work area, and relevant records remain neat, organized, and presentable.

H. Safety, Security & Compliance
- Follow hotel policies, guest registration procedures, and applicable statutory requirements.
- Maintain the confidentiality and security of guest identification documents, room numbers, and personal information.
- Follow emergency procedures, fire safety instructions, and incident-reporting protocols.
- Remain alert to suspicious activities and immediately inform Security or the Duty Manager when necessary.
- Never share room keys, access credentials, or confidential guest details without proper authorization.

1. Professional Standards Expected in a Star Hotel

- Guest satisfaction: Deliver courteous, attentive, and consistent service.
- Professional appearance: Maintain prescribed uniform, grooming, hygiene, and punctuality.
- Communication: Demonstrate good English communication and the ability to communicate effectively in relevant local languages.
- Accuracy: Maintain error-free reservations, billing, guest records, and payment transactions.
- Teamwork: Cooperate with all departments to ensure seamless hotel operations.
- Initiative:



Anticipate guest needs and take appropriate action within authorized limits.
- Accountability: Accept responsibility for assigned duties, records, cash, and shift handovers.
- Confidentiality: Protect all guest and company information.

1. Key Performance Indicators (KPIs)

Performance Area

Expected Standard

Guest service

Courteous, prompt, and professional service

Check-in/check-out

Efficient processing with minimal avoidable delays

Billing and cash

Accurate transactions and proper reconciliation

Reservations

Correct entries and timely updates

Complaint handling

Prompt action, follow-up, and escalation

Department coordination

Timely communication and completion of requests

Grooming and punctuality

Consistent compliance with hotel standards

Reporting

Accurate shift reports and proper handovers

Guest feedback

Positive feedback and reduced avoidable complaints

1. Accountability & Reporting Instructions

The Front Office Executive is directly responsible for the proper performance of assigned duties and must:
- Follow the instructions of the Front Office Manager and Duty Manager.
- Report operational problems, guest complaints, billing errors, and cash discrepancies without delay.
- Never make unauthorized discounts, refunds, room upgrades, credit arrangements, or financial commitments.
- Never leave the reception desk unattended without arranging appropriate coverage.
- Complete all assigned tasks and pending follow-ups before the end of the shift, or formally hand them over to the next shift.
- Maintain honesty, discipline, punctuality, and professional conduct at all times.

Any negligence, misconduct, unauthorized financial transaction, breach of confidentiality, or repeated failure to perform assigned duties may result in an investigation and appropriate disciplinary action in accordance with company policy and applicable law.
1. Final Job Purpose

The Front Office Executive is a key representative of the hotel and plays a vital role in creating the first and last impression for every guest. The position requires professional hospitality, operational accuracy, financial responsibility, interdepartmental coordination, and a commitment to maintaining the service standards expected of a four-star hotel. Management Expectation: Every Front Office Executive must work with a guest-first attitude, take ownership of assigned responsibilities, maintain operational discipline, and contribute directly to guest satisfaction and the hotel's reputation.

Pay: ₹8,800.00 - ₹25,000.00 per month

Work Location: In person

📌 Front Office Executive (Kozhikode)
🏢 HILLWOOD IMPEX PRIVATE
📍 Kozhikode