Front Desk Executive

Job Description – Front Office ExecutivePosition Details

Job Title

Front Office Executive

Department

Operations – Front Office

Reports To

Front Office Manager / Property Manager

Location

Shalom Backpackers (All Locations)

Employment Type

Full Time

Shift

Rotational (Morning / Evening / Night)

About Shalom Backpackers

Shalom Backpackers is one of India's fastest-growing backpacker hostel chains, creating memorable travel experiences through exceptional hospitality, vibrant community events, and genuine human connections. Our Front Office Executives are the face of the brand and play the most important role in delivering unforgettable guest experiences.

Role Overview

The Front Office Executive is responsible for managing the complete guest journey—from reservation and arrival to departure and post-stay communication. The role combines customer service, reservations, sales, problem-solving, operations, and community engagement.

The ideal candidate is energetic, confident, technology-friendly, sales-oriented, and passionate about meeting travelers from around the world.

Key Responsibilities1. Guest Reception & Check-in

Welcome every guest with warmth and professionalism.

Complete smooth and efficient check-in and check-out.

Verify guest IDs and registration details.

Allocate rooms as per reservation and operational guidelines.

Explain hostel facilities, house rules, timings, and amenities.

Escort or guide guests whenever required.

Ensure every guest feels welcomed within the first five minutes.

Reservation Management

Handle reservations from

Direct Website

Booking.com

Hostelworld

Agoda

MakeMyTrip

Goibibo

Walk-ins

WhatsApp

Phone Calls

Update PMS accurately.

Avoid overbookings.

Confirm bookings with guests.

Coordinate room availability with housekeeping.

Handle booking modifications and cancellations.

Guest Experience

Build rapport with every guest.

Recommend local experiences.

Encourage participation in hostel events.

Assist international travellers.

Resolve complaints professionally.

Surprise guests through memorable hospitality moments.

Maintain excellent review-worthy service.

Sales & Revenue Generation

Actively contribute towards increasing hostel revenue.

Upsell

Private Rooms

Room Upgrades

Early Check-in

Late Check-out

Breakfast

Cafe Sales

Laundry

Towels

Locks

Scooter Rentals

Cab Services

Adventure Activities

Walking Tours

Trekking Packages

Merchandise

Cross-sell nearby Shalom properties whenever possible.

Phone & WhatsApp Management

Answer calls within three rings.

Respond to WhatsApp messages promptly.

Provide accurate pricing.

Convert enquiries into confirmed bookings.

Follow up on pending enquiries.

Maintain professional communication.

OTA & PMS Operations

Update room inventory.

Verify reservations.

Manage availability.

Process modifications.

Report discrepancies immediately.

Maintain accurate guest records.

Cash Handling

Collect payments.

Issue invoices.

Handle refunds as per policy.

Maintain cash register.

Perform shift cash reconciliation.

Deposit cash according to SOP.

Community Building

Introduce guests to one another.

Promote social interactions.

Organize evening activities.

Encourage cultural exchange.

Support community events.

Create a vibrant hostel atmosphere.

Complaint Resolution

Handle issues related to

Cleanliness

Room Allocation

Payments

Food

Noise

Wi-Fi

Maintenance

Staff Behaviour

Booking Errors

Escalate unresolved matters promptly.

Coordination

Work closely with

Housekeeping

Cafe Team

Maintenance

Reservations

Revenue Team

Property Manager

Ensure smooth daily operations.

Daily Roles & ResponsibilitiesBeginning of Shift

Attend shift briefing.

Read shift handover notes.

Check occupancy.

Review arrivals.

Review departures.

Review VIP guests.

Check room availability.

Verify room readiness with housekeeping.

Check pending maintenance issues.

Ensure reception cleanliness.

Test internet, POS, printer, and PMS.

During Shift

Welcome walk-in guests.

Process arrivals.

Complete departures.

Handle reservations.

Answer calls.

Reply to WhatsApp messages.

Assist guests.

Coordinate with housekeeping.

Upsell hostel services.

Resolve guest concerns.

Promote activities.

Monitor OTAs.

Maintain reception area.

Update guest records.

Collect payments.

Issue invoices.

Maintain cash register.

Record maintenance complaints.

Coordinate with vendors if required.

End of Shift

Complete cash reconciliation.

Update pending reservations.

Prepare shift handover.

Report unresolved complaints.

Share occupancy updates.

Verify room status.

Close billing.

Submit daily reports.

Daily KPIs

Guest Check-ins Completed

Guest Check-outs Completed

Average Check-in Time

OTA Response Time

WhatsApp Response Time

Phone Call Pickup Rate

Upselling Revenue

Activity Participation

Guest Satisfaction Score

Google Review Requests Sent

Positive Reviews Generated

Complaint Resolution Time

Billing Accuracy

Cash Variance

Direct Booking Conversions

Weekly Responsibilities

Participate in staff meetings.

Conduct inventory checks.

Review OTA comments.

Analyse guest feedback.

Update local recommendations.

Train new team members.

Support hostel events.

Follow up on repeat guests.

Monthly Responsibilities

Achieve upselling targets.

Improve guest review ratings.

Maintain SOP compliance.

Complete mandatory training.

Participate in performance reviews.

Suggest operational improvements.

Maintain 100% documentation accuracy.

Skills RequiredTechnical Skills

Property Management Systems (PMS)

OTA Extranets

Microsoft Excel

Google Workspace

POS Billing Software

Basic Accounting

Email Communication

Soft Skills

Excellent Communication

Customer Service Orientation

Sales Ability

Positive Attitude

Multitasking

Problem Solving

Time Management

Conflict Resolution

Adaptability

Teamwork

Educational Qualification

Graduate in Hospitality, Hotel Management, Tourism, Business Administration or related field.

Diploma holders with relevant experience may also apply.

Experience

0–2 years for Front Office Executive.

Freshers wi