Receptionist / Front Office Executive

POSITION SUMMARY

The Front Office Executive is the face of De Comfort Hotel. As the first and last point of contact for every guest, this role demands warmth, efficiency, and professionalism to ensure every guest experience is seamless and memorable.

PURPOSE OF THE ROLE

• Serve as the primary point of contact for all hotel guests from arrival to departure
• Ensure smooth and efficient operations of the front desk across all shifts
• Uphold the brand standards and values of De Comfort Hotel in every guest interaction
• Support revenue goals through upselling, occupancy management, and OTA coordination

MAIN RESPONSIBILITIES

• Guest Check-In & Check-Out — Welcome guests, verify identity documents, complete registration formalities, assign rooms, and handle departures with accurate billing
• Reservations Management — Handle phone, email, OTA, and walk-in bookings; update room availability in real time in the PMS system
• Guest Relations — Anticipate guest needs, handle special requests, and resolve complaints promptly with a resolution-first mindset
• Cashiering & Billing — Handle cash, card, and UPI transactions; maintain accurate cash float; reconcile revenue at end of shift
• Inter-Department Coordination — Liaise daily with Housekeeping (room status), F&B (dining requests), and Maintenance (repair issues)
• Concierge Services — Assist guests with local information, cab bookings, restaurant recommendations, and travel arrangements
• Record Keeping — Maintain guest registration cards, logbooks, shift handover reports, and incident reports as per hotel policy
• Occupancy & Revenue — Monitor room availability, upsell room categories, and apply dynamic pricing guidelines set by the manager

KEY DAILY TASKS

• Review arrival and departure list at the start of each shift; prepare welcome keys and registration cards in advance
• Answer all incoming calls within 3 rings using professional telephone etiquette
• Complete guest check-in within 5 minutes of arrival — smooth, warm, and accurate
• Update room status in PMS continuously; coordinate with housekeeping after every checkout
• Process and verify all billing and folios; present accurate bills at checkout
• Respond to OTA messages and online review platforms (MakeMyTrip, Booking.com, Google) as assigned
• Conduct thorough shift handover — communicate pending tasks, guest complaints, and notes to incoming colleague
• Maintain front desk cleanliness — desk, lobby, notice boards, and brochure displays
• Log all guest complaints, requests, and incidents in the duty log with timestamp and resolution
• Assist with wake-up calls, luggage coordination, and mail/parcel management

REQUIRED SKILLS & TOOLS

• Hotel PMS software
• OTA platforms — MakeMyTrip, Booking.com, Goibibo
• MS Office / Excel and email communication
• Cash handling, POS, and billing systems
• Professional telephone and email etiquette
• Guest complaint handling techniques
• Room upselling and revenue awareness
• Languages: Hindi, English (required) | Marathi (preferred)

PERSONAL QUALITIES

• Warm & Welcoming — Natural ability to make guests feel at home from the first moment
• Quick & Alert — Multitasks effectively during peak hours without compromising accuracy
• Detail-Oriented — Attentive to billing, booking details, and shift records
• Problem Solver — Calm and resourceful when handling complaints or unexpected situations

REQUIRED SKILLS & TOOLS

• Hotel PMS software
• OTA platforms — MakeMyTrip, Booking.com, Goibibo
• MS Office / Excel and email communication
• Cash handling, POS, and billing systems
• Professional telephone and email etiquette
• Guest complaint handling techniques
• Room upselling and revenue awareness
• Languages: Hindi, English (required) | Marathi (preferred)

PERSONAL QUALITIES

• Warm & Welcoming — Natural ability to make guests feel at home from the first moment
• Quick & Alert — Multitasks effectively during peak hours without compromising accuracy
• Detail-Oriented — Attentive to billing, booking details, and shift records
• Problem Solver — Calm and resourceful when handling complaints or unexpected situations
• Team Player — Works effectively across housekeeping, F&B, and maintenance
• Well Groomed — Presents in full uniform; maintains hotel appearance standards at all times

QUALIFICATIONS & EXPERIENCE

• Education: Class 12th/ Diploma in Hotel Management
• Experience: Minimum 1–3 years in hotel front office or guest service; fresher with hotel management degree welcome
• Languages: Hindi and English (spoken & written); Marathi preferred
• Technical: Working knowledge of any hotel PMS; basic MS Excel and email
• Availability: Willing to work rotational shifts including weekends, nights, and public holidays