Job title- Front Office Executive/Associate

Department name- Front Office

Unit- Club (Imperial)

Job Objective-

Collect and accurately process payments for rooms, sports, and other Club services.

- Ensure all charges are correctly posted to the appropriate member/guest account.

- Perform cash, card and digital-payment reconciliation at the end of each shift. •

Maintain accurate billing records and ensure proper shift-wise handover of collections.
- Immediately report billing discrepancies, unsettled accounts or system issues to the Duty Manager/Accounts.

- Strictly follow Club cash-handling, refund and settlement SOPs.

- Perform daily cash/card reconciliation and finalize billing entries

Welcome and recognise members and guests in a warm, professional and personalised manner.
- Maintain updated knowledge of Club facilities, operating timings, events, promotions, rules and membership privileges.

- Handle member requests and complaints proactively and take ownership until closure

. • Escalate sensitive or unresolved member concerns promptly to the Duty Manager.
- Maintain discretion and confidentiality regarding member information and Club matters

. • Assist members with directions, reservations and information across all Club facilities.
- Record important member feedback/preferences and communicate relevant information to concerned departments.

- Manage room bookings using software, including check-in/check-out processes.

- Handle activity area bookings (squash courts, pool, studio classes, gym slots, spa/salon) and confirm availability.

- Answer calls within 3 rings, transfer accurately,



and maintain call logs.

- Enter new membership details and update existing member information in CMS.

- Coordinate with Housekeeping, Activity Teams, Spa/Salon, and Security for operational readiness.

- Maintain neat and organized reception area, ensure availability of forms and stationery, and adhere to grooming standards.

- Complete daily closing routine including FX updates, activity bookings, CMS entries, and proper handover for next shift.

Demonstrate strong communication and problem-solving skills

. • Maintain professionalism and a guest-focused attitude at all times.

- Ability to multitask and manage time efficiently in a fast-paced environment.

- Foster positive coordination with other departments for seamless operations.

Degree / Diploma - Hotel Management or related field
- Front Office Associate: 1–2 years of relevant experience in Front Office, Guest Relations or Member Services, preferably in a luxury hotel, premium club or high-end residential/hospitality setting.

- Front Office Executive: 2–4 years of relevant Front Office/Guest Relations experience, with exposure to independent shift handling.

- Experience in room reservations, check-in/check-out, billing and payment handling, member/guest complaint resolution and facility/activity bookings preferred.

- Working knowledge of PMS/Club Management Systems and basic MS Office applications. • Prior exposure to a luxury or premium member-service environment will be preferred.

- Ability to handle difficult guests and conflicts

Pay: ₹20,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Front Office Executive/Associate (Mumbai)
🏢 EEPIC Digital
📍 Mumbai