Front Office Associate

JOB DESCRIPTION

Position

Front Office Associate

Department

Front Office

Designation

Front Office Associate

Reports To

Front Office Manager

Location

Hotel / Resort

Employment Type

Full-Time

Job Summary

The Front Office Associate is responsible for providing a warm and professional welcome to guests and ensuring smooth and efficient front office operations. The role involves guest check-in and check-out, handling reservations and guest requests, maintaining accurate records, and delivering excellent customer service throughout the guest's stay.

Key Responsibilities

Welcome and greet guests in a courteous and professional manner.

Handle guest check-in and check-out procedures efficiently.

Verify guest details and complete registration formalities.

Handle room reservations, modifications, cancellations, and guest enquiries.

Allocate rooms based on reservations and room availability.

Provide information regarding hotel facilities, services, room types, and local attractions.

Handle guest requests, complaints, and concerns promptly and professionally.

Coordinate with Housekeeping, F&B, Maintenance, Security, and other departments for smooth guest service.

Maintain accurate guest records and update the hotel property management system.

Handle guest billing, payments, invoices, and receipts as per company procedures.

Maintain proper cash handling and ensure accurate shift closing.

Monitor room status and coordinate with Housekeeping for room readiness.

Handle telephone calls, emails, and other guest communications professionally.

Assist guests with luggage, transportation, wake-up calls, and other requirements when required.

Maintain proper records of room movements, arrivals, departures, and special requests.

Ensure all guest-related information is handled confidentially.

Prepare and submit shift reports and other required front office reports.

Follow hotel SOPs, service standards, safety procedures, and company policies.

Maintain a clean, organized, and professional front desk area.

Promote hotel facilities and services to guests wherever appropriate.

Perform any other duties assigned by the Front Office Manager or Management.

Skills & Competencies

Excellent communication and interpersonal skills.

Pleasant personality with a customer-focused approach.

Good verbal and written English communication.

Good knowledge of front office operations and hotel procedures.

Ability to handle guest complaints calmly and professionally.

Basic computer knowledge and ability to operate hotel PMS/software.

Good telephone etiquette.

Strong coordination and teamwork skills.

Good numerical and cash-handling skills.

Ability to work under pressure and manage multiple tasks.

Flexible to work in shifts, including weekends and holidays.

Qualification

Diploma/Degree in Hotel Management, Hospitality Management, or a related field.

Freshers can be considered based on communication skills and attitude.

Previous experience in a hotel/resort front office will be an added advantage.

Experience

Freshers / 1–2 years of experience in Front Office or Hospitality preferred.

Key Performance Areas (KPIs)

Guest satisfaction and service quality.

Efficient check-in and check-out.

Accuracy of guest records and billing.

Timely handling of guest requests and complaints.

Proper cash and payment handling.

Effective coordination with other departments.

Compliance with hotel SOPs and service standards.

Job Type

Full-time

Pay

₹17,500.00 - ₹20,000.00 per month

Ability to commute/relocate

Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Work Location

In person