Job Title: Front Office Associate / Executive
Department: Front Office
Location: The Orchid Hotel, Mumbai
Reports To: Front Office Manager / Duty Manager
Job Summary:The Front Office Associate/Executive is responsible for ensuring a seamless guest arrival and departure experience, delivering exceptional hospitality services, and maintaining accurate guest records. The role includes handling guest queries, room assignments, reservations, billing, and ensuring the highest level of guest satisfaction throughout their stay.
Key Responsibilities:- Welcome guests with warm hospitality and conduct smooth check-in and check-out procedures.
- Handle room allocations, guest preferences, and special requests efficiently.
- Manage guest profiles and reservation details accurately in the PMS.
- Provide information regarding hotel facilities, services, and local attractions.
- Address guest inquiries, concerns, and complaints promptly with effective resolution.
- Coordinate with Housekeeping, Concierge, and other departments to ensure excellent service delivery.
- Maintain proper billing, posting of charges, and handle cash/credit transactions responsibly.
- Ensure the lobby and front desk area are clean, organized, and well-presented.
- Promote hotel services, upsell rooms and packages to maximize revenue.
- Assist in handling telephone calls, emails, and internal communication professionally.
- Follow SOPs, safety protocols, and maintain confidentiality of guest information.
- Support guest loyalty and membership program enrollments and engagement.
Requirements & Skills:- 13 years of experience in Front Office operations, preferably in a 5-star hotel.
- Knowledge of hotel Property Management Systems (IDS/Opera/Fidelio or similar) preferred.
- Excellent communication skills in English; knowledge of additional languages is a plus.
- Strong guest service orientation with a friendly and positive demeanor.
- Ability to multitask and work in a fast-paced environment.
- Professional grooming standards and interpersonal skills.
- Flexibility to work shifts, weekends, and holidays as required.
Education:- Degree or Diploma in Hospitality Management or related field preferred.
