Hotel Receptionist

HOTEL FRONT OFFICE EXECUTIVEJob Description & ResponsibilitiesDepartment: Front Office

Position: Front Office Executive

Reports To: Front Office Manager / Duty Manager

Location: Hotel / Resort

1. Job PurposeThe Front Office Executive is responsible for providing professional and friendly service to guests throughout their stay. The role includes handling reservations, guest check-in/check-out, billing, guest requests, telephone calls, and coordination with other hotel departments.

2. Key ResponsibilitiesGuest Handling

• Welcome and greet guests warmly and professionally.
• Handle guest enquiries, requests, complaints, and feedback.
• Provide accurate information about hotel facilities, services, timings, and local attractions.
• Maintain professional communication and guest confidentiality.
• Ensure a smooth and pleasant guest experience.

Check-In & Check-Out

• Complete guest check-in as per hotel SOP.
• Verify guest identification and required documents.
• Allocate rooms according to reservations and room availability.
• Explain room facilities, hotel policies, meal timings, and other important information.
• Process check-outs accurately and efficiently.
• Collect pending payments and return deposits as per hotel policy.

Reservation Management

• Handle reservations received through telephone, email, walk-ins, website, and OTAs.
• Check room availability and quote the correct tariff.
• Enter and update reservations in the PMS.
• Confirm booking details, payment status, room type, meal plan, and special requests.
• Coordinate with the reservation/sales team for group and corporate bookings.

Billing & Cash Handling

• Prepare guest bills accurately.
• Post room charges, food & beverage charges, laundry, extra bed, transport, and other applicable charges.
• Handle cash, card, UPI, and approved payment methods.
• Maintain proper cash records and shift closing.
• Ensure all discounts, complimentary services, and FOC entries are approved as per hotel policy.

Telephone & Communication

• Answer hotel telephone calls professionally.
• Transfer calls to the appropriate department or guest room.
• Record messages accurately and ensure timely delivery.
• Handle guest requests received through telephone or other communication channels.

Coordination with Departments

• Coordinate with Housekeeping for room status, cleaning, inspections, and maintenance issues.
• Coordinate with Food & Beverage regarding meal plans and guest requirements.
• Inform Maintenance about room defects and follow up until resolved.
• Coordinate with Security regarding guest safety and unusual incidents.
• Communicate VIP arrivals, special occasions, groups, and special requests to concerned departments.
• 3. Daily Front Office DutiesCheck the arrival and departure list at the beginning of the shift.
• Review VIP, group, corporate, and special-request bookings.
• Verify room availability and room status.
• Complete pending check-ins/check-outs.
• Monitor no-shows, cancellations, extensions, and early departures.
• Check pending payments and outstanding balances.
• Maintain accurate guest records in the PMS.
• Complete shift handover properly.
• Prepare required daily reports and closing documents.
• 4. Guest Complaint HandlingListen carefully and politely to guest complaints.
• Apologize for inconvenience where appropriate.
• Resolve issues within the authority level of the position.
• Escalate serious complaints to the Front Office Manager / Duty Manager.
• Record complaints and corrective actions.
• Follow up with the guest to ensure satisfaction.
• 5. Hotel Standards & DisciplineFollow all hotel SOPs, rules, and service standards.
• Maintain proper grooming and professional uniform.
• Report for duty on time and complete proper shift handover.
• Maintain confidentiality of guest information.
• Do not share guest room numbers or personal information with unauthorized persons.
• Follow hotel security, emergency, and fire-safety procedures.
• Maintain cleanliness and organization of the Front Office area.
• Protect hotel property, keys, documents, and financial records.

6. Skills & QualificationsEducation:

• Minimum 12th pass; Hotel Management / Hospitality qualification preferred.

Experience:

• 1–3 years of experience in Front Office / Hotel Operations preferred.
• Freshers with good communication and customer-service skills may also be considered.

Required Skills:

• Good verbal and written communication.
• Basic computer knowledge.
• Knowledge of PMS / hotel software preferred.
• Good customer-service skills.
• Basic billing and cash-handling knowledge.
• Ability to work under pressure.
• Problem-solving and multitasking ability.
• Professional grooming and positive attitude.
• Knowledge of English and Hindi; additional languages are an advantage.

7. Performance ExpectationsThe Front Office Executive should ensure:

✓ Accurate check-in and check-out

✓ Zero billing errors

✓ Proper cash and payment reconciliation

✓ Quick response to guest requests

✓ Professional complaint handling

✓ Accurate PMS entries

✓ Proper coordination with all departments

✓ Positive guest reviews and satisfaction

✓ Complete and accurate shift handover

✓ Compliance with hotel SOPs

8. Authority & EscalationThe Front Office Executive may resolve routine guest issues within approved hotel policies and limits. Matters involving major discounts, refunds, compensation, serious complaints, security concerns, or policy exceptions must be immediately escalated to the Front Office Manager / Duty Manager.