Receptionist / Front Desk Associate

Front Office Receptionist

Department

Front Office

Designation

Front Office Receptionist

Reports To

Front Office Manager / Duty Manager

Location

Hotel

Employment Type

Full-Time

Job Summary

The Front Office Receptionist is responsible for creating a warm and welcoming experience for all guests. The role involves handling guest check-ins and check-outs, reservations, billing, guest queries, telephone calls, and coordination with other hotel departments to ensure smooth and efficient hotel operations.

Key Responsibilities

• Welcome and greet guests with a warm, courteous, and professional approach.
• Handle guest check-in and check-out procedures efficiently and accurately.
• Verify guest details, identification, registration forms, and payment information.
• Explain hotel facilities, services, room categories, policies, and operating hours to guests.
• Handle room reservations, amendments, cancellations, and walk-in bookings as required.
• Maintain accurate guest records in the hotel's Property Management System (PMS).
• Answer and manage telephone calls, emails, and guest enquiries promptly.
• Handle guest requests, complaints, and feedback professionally and ensure timely resolution.
• Coordinate with Housekeeping regarding room status, room readiness, and special guest requirements.
• Coordinate with Food \& Beverage, Engineering, Security, and other departments whenever required.
• Prepare and maintain guest bills, receipts, and other front-office documentation.
• Handle cash, credit card transactions, and other payment methods accurately as per hotel procedures.
• Maintain proper records of room keys/cards and ensure guest security and confidentiality.
• Assist guests with transportation, local information, restaurant reservations, and other concierge requirements.
• Promote hotel facilities, room upgrades, packages, and other revenue-generating services.
• Maintain a clean, organized, and professional front desk at all times.
• Follow hotel SOPs, safety procedures, security standards, and guest service standards.
• Complete shift handovers and communicate important guest information to the incoming shift.
• Maintain a high level of personal grooming, hygiene, and professional conduct.

Required Skills \& Qualifications

• Graduate or Diploma in Hotel Management / Hospitality Management preferred.
• Previous experience in a hotel Front Office department is preferred.
• Freshers with good communication and interpersonal skills may also be considered.
• Good verbal and written communication skills in English and Hindi.
• Pleasant personality with excellent guest-handling skills.
• Basic computer knowledge and familiarity with hotel PMS is preferred.
• Good numerical and billing skills.
• Ability to multitask and work effectively under pressure.
• Strong problem-solving and decision-making abilities.
• Customer-focused attitude with attention to detail.
• Willingness to work in shifts, including weekends and holidays.

Key Performance Areas (KPIs)

• Guest satisfaction and positive guest feedback.
• Accuracy of check-in, check-out, billing, and reservations.
• Efficient handling of guest requests and complaints.
• Timely coordination with other departments.
• Upselling of rooms and hotel services.
• Adherence to hotel SOPs and standards.
• Professional grooming and front-desk presentation.
• Accuracy in cash and payment handling.

Personal Attributes

Courteous \| Well-Groomed \| Guest-Oriented \| Responsible \| Confident \| Positive \| Team Player \| Professional

Pay

₹10,000.00 - ₹20,000.00 per month

Benefits

• Food provided
• Health insurance
• Provident Fund

Work Location

In person