Front Office Executive

Department: Front Office | Designation: Front Office Executive | Reporting To: Front Office Manager.

1. Job Purpose

The Front Office Executive is responsible for managing the front desk operations, welcoming guests, handling reservations, guest check-in and check-out, addressing guest queries, and ensuring a smooth, qualified, and memorable guest experience throughout their stay at the resort.
1. Key Roles & Responsibilities

A. Guest Relations & Reception
- Welcome and greet all guests warmly and professionally.
- Handle guest enquiries, telephone calls, and walk-in customers.
- Assist guests with check-in and check-out procedures.
- Provide information about resort facilities, room categories, packages, and services.
- Handle guest complaints and resolve issues promptly and professionally.
- Maintain excellent guest relationships and ensure guest satisfaction.

B. Reservation & Booking Management
- Handle room reservations through telephone, email, walk-ins, and online travel agencies (OTAs).
- Check room availability and update booking records.
- Coordinate with the reservation team regarding bookings, cancellations, modifications, and special requests.
- Maintain accurate guest details and booking information.
- Follow up on enquiries and convert potential enquiries into confirmed bookings.

C. Billing & Cash Handling
- Prepare guest bills and invoices accurately.
- Handle cash, card, UPI, and other payment transactions.
- Maintain proper records of advance payments and outstanding balances.
- Ensure all guest bills are settled before check-out.
- Maintain daily cash and payment records and submit reports to the concerned department.

D. Coordination with Other Departments
- Coordinate with Housekeeping for room cleaning, room readiness, and maintenance issues.
- Coordinate with F&B; for guest dining requirements, room service, and special arrangements.
- Inform the concerned departments about VIP arrivals, celebrations, and special guest requests.
- Ensure timely communication between all operating departments.




- Follow up on guest requirements until they are fulfilled.

E. Administrative & Reporting Responsibilities
- Maintain guest registration forms and ID verification records.
- Update the Property Management System (PMS) regularly.
- Maintain arrival, departure, occupancy, and room status reports.
- Prepare daily handover reports for the next shift.
- Maintain proper documentation and follow resort policies and procedures.

1. Skills & Competencies Required

- Good communication skills in English, Hindi, and Bengali.
- Professional appearance and positive attitude.
- Basic computer knowledge (MS Office, Excel, Email).
- Knowledge of hotel PMS and OTA platforms.
- Good customer service and problem-solving skills.
- Ability to handle guest complaints professionally.
- Strong coordination and teamwork skills.
- Basic knowledge of hotel billing and cash handling.

1. Duty & Performance Expectations

- Follow the assigned duty roster and standard working hours.
- Maintain punctuality, discipline, and professional behaviour.
- Ensure proper shift handover and communication.
- Maintain confidentiality of guest information.
- Follow all resort rules, policies, and standard operating procedures.
- Maintain a high standard of guest satisfaction and service quality.

1. Key Performance Indicators (KPIs)

Performance Area

Measurement

Guest Satisfaction

Guest feedback and reviews

Reservation Handling

Enquiry-to-booking conversion

Check-in/Check-out

Accuracy and efficiency

Billing Accuracy

Error-free billing

Guest Complaint Handling

Resolution time

Department Coordination

Timely communication

Documentation

Accurate records and reports

Upselling

Room upgrades and package sales

1. Overall Responsibility

The Front Office Executive represents the resort as the first point of contact for guests and is responsible for maintaining professional front desk operations, maximising booking opportunities, ensuring smooth coordination between departments, and delivering an excellent guest experience. Pay: ₹15,000.00 - ₹16,000.00 per month

Benefits

- Food provided
- Health insurance
- Provident Fund

Work Location: In person

📌 Front Office Executive (Receptionist) (Burdwan)
🏢 The Brick and Palm Resort
📍 Burdwan