Front Office Receptionist

Job Description

About the Role

We are looking for a Front Office Executive who will be the first point of contact for our guests and play a key role in delivering a warm, professional and memorable resort experience.

The ideal candidate should have excellent communication skills, a pleasant personality, strong guest-handling abilities and the ability to manage front-office operations efficiently in a fast-paced resort environment.

Key Responsibilities

Guest Handling & Front Desk Operations

• Welcome and greet guests warmly and professionally.
• Handle guest check-in and check-out procedures efficiently.
• Verify guest details, identification and reservation information.
• Provide guests with information about resort facilities, services, activities and policies.
• Handle guest requests, queries and special requirements promptly.
• Maintain a professional and welcoming front-desk environment.

Reservations & Bookings

• Handle incoming calls, WhatsApp messages, emails and booking enquiries.
• Manage room reservations, cancellations, modifications and confirmations.
• Coordinate with the reservations/sales team to maximize room occupancy.
• Maintain accurate booking records and update the reservation system regularly.
• Convert enquiries into confirmed bookings wherever applicable.

Guest Relations

• Build positive relationships with guests throughout their stay.
• Handle guest complaints and concerns professionally and escalate issues when required.
• Collect guest feedback and ensure appropriate follow-up.
• Assist VIP guests and coordinate special arrangements.
• Ensure a high level of guest satisfaction and service quality.

Billing & Cash Handling

• Prepare guest bills and process payments through cash, card, UPI or other approved methods.
• Maintain accurate records of payments and transactions.
• Coordinate with the accounts team for billing-related queries.
• Complete daily front-office reports and shift handover records.

Interdepartmental Coordination

• Coordinate closely with Housekeeping regarding room availability, cleanliness and room readiness.
• Coordinate with F&B, Maintenance, Security and Events teams to fulfil guest requirements.
• Follow up on guest requests until resolution.
• Ensure smooth communication between departments during check-in, stay and check-out.

Administrative Responsibilities

• Maintain guest registers, records and front-office documentation.
• Update occupancy and room-status reports.
• Handle emails, telephone calls and general guest correspondence.
• Follow resort SOPs, safety procedures and service standards.
• Maintain confidentiality of guest information.

Candidate Requirements

• Graduate / Diploma in Hotel Management, Hospitality, Tourism or a related field preferred.
• 13 years of experience in Front Office / Guest Relations in a hotel or resort.
• Excellent verbal communication and interpersonal skills.
• Good command of English and Hindi; knowledge of an additional language is an advantage.
• Basic computer knowledge and familiarity with MS Office.
• Knowledge of hotel PMS / reservation software will be an advantage.
• Pleasant personality with professional grooming.
• Strong customer-service orientation.
• Ability to multitask and remain calm under pressure.

Willingness to work in rotational shifts, weekends and holidays.

More Info

Education