Job Purpose

To provide a warm, professional, and efficient welcome to all guests while ensuring smooth front desk operations, guest satisfaction, and adherence to hotel service standards. The Front Office Executive acts as the first point of contact for guests and plays a key role in creating a positive guest experience.

2. Key Responsibilities

A. Guest Relations & Reception

- Welcome guests warmly and professionally upon arrival.
- Handle guest check-in and check-out procedures efficiently.
- Assist guests with room allocation, room changes, and special requests.
- Provide accurate information regarding hotel facilities, services, and local attractions.
- Handle guest queries, complaints, and requests promptly and courteously.
- Maintain a high standard of guest interaction and service at all times.

B. Front Desk Operations

- Manage room reservations, amendments, cancellations, and walk-in enquiries.
- Verify guest identification and ensure proper registration procedures.
- Maintain accurate guest records in the Property Management System (PMS).
- Coordinate with Housekeeping regarding room status and room readiness.
- Ensure proper handling of guest bills, payments, deposits, and settlements.
- Maintain shift handover reports and communicate significant information to the next shift.

C. Coordination & Communication

- Coordinate with Housekeeping, F&B;, Security, Engineering, and other departments to ensure smooth guest services.
- Communicate VIP arrivals, special occasions, and guest preferences to concerned departments.
- Handle telephone calls, emails, and guest enquiries professionally.




- Ensure all guest requests are followed up and completed within the expected time.

D. Upselling & Revenue Generation

- Promote room upgrades and additional hotel services.
- Identify opportunities to increase room revenue through effective upselling.
- Provide information about hotel packages, promotions, and facilities.
- Support the Front Office team in achieving occupancy and revenue targets.

E. Documentation & Compliance

- Maintain accurate guest registration forms and statutory records.
- Follow hotel policies, standard operating procedures, and security guidelines.
- Ensure confidentiality of guest information.
- Maintain proper documentation, reports, and records related to front office operations.
- Ensure cash handling procedures and billing practices are followed correctly.

3. Qualifications & Experience

- Graduate in Hotel Management or any relevant discipline.
- 1–2 years of experience in Front Office operations, preferably in a reputed hotel.
- Freshers with good communication skills may also be considered.
- Knowledge of hotel PMS software is preferred.
- Good command of English and Hindi; Malayalam proficiency is an advantage.
- Should Have Worked in IDS Software.

4. Skills & Competencies





- Excellent communication and interpersonal skills.
- Strong guest-handling and problem-solving abilities.
- Pleasant personality and professional grooming.
- Good telephone etiquette.
- Ability to work under pressure and handle multiple tasks.
- Strong coordination and teamwork.
- Attention to detail and accuracy.
- Positive attitude and willingness to learn.

5. Personal Attributes

- Guest-oriented approach with a passion for hospitality.
- Honest, responsible, and disciplined.
- Flexible to work in rotational shifts, including night shifts.
- Ability to maintain composure during difficult guest situations.
- Professional conduct and a service-oriented mindset.

6. Key Performance Indicators (KPIs)

- Guest satisfaction and positive guest feedback.
- Accuracy and efficiency in check-in and check-out procedures.
- Guest complaint handling and resolution time.
- Room upselling and revenue contribution.
- Accuracy of billing and cash handling.
- Compliance with hotel SOPs and grooming standards.
- Effective coordination with other departments.
- Timely completion of shift reports and handovers.

7. Working Conditions

- Must be willing to work in rotational shifts, including weekends and public holidays.
- Must maintain professional grooming and adhere to hotel uniform standards.
- Expected to maintain five-star hospitality service standards at all times.

Pay: ₹23,000.00 - ₹25,000.00 per month

Benefits:

- Cell phone reimbursement
- Commuter assistance
- Paid sick time
- Provident Fund

Work Location: In person

📌 Front Office Executive (India)
🏢 Gokulam Grand Trivandrum
📍 India