Front Office Assistant

Job Description – Front Office / Rooms Division

Department

Rooms Division / Front Office

Reports To

Front Office Manager / Rooms Division Manager

Location

Hotel / Resort

Employment Type

Full-Time

Position Summary

The Front Office / Rooms Division team is responsible for delivering an exceptional guest experience throughout the guest journey—from reservation and arrival to stay and departure. The role involves managing front desk operations, guest services, room coordination, and close collaboration with Housekeeping and other hotel departments to ensure smooth and efficient operations.

Key ResponsibilitiesFront Office Operations

Manage guest check-in, check-out, registration, billing, and payment procedures.

Handle guest inquiries, requests, complaints, and service recovery professionally.

Ensure accurate room allocation and maintain updated room status.

Monitor arrivals, departures, VIP guests, groups, and special requests.

Maintain accurate guest records and follow hotel policies and procedures.

Coordinate with Reservations, Housekeeping, Engineering, Security, and F&B departments.

Ensure compliance with hotel standards, SOPs, and guest-service protocols.

Rooms Division Coordination

Monitor room availability, occupancy, and room readiness.

Coordinate room status updates between Front Office and Housekeeping.

Follow up on out-of-order, out-of-service, vacant, and occupied rooms.

Support effective room inventory management.

Assist in maintaining cleanliness, presentation, and readiness standards for guest rooms and public areas.

Participate in daily Rooms Division briefings and operational meetings.

Guest Experience

Welcome and acknowledge guests warmly and professionally.

Anticipate guest needs and provide personalized service wherever possible.

Resolve guest concerns promptly and escalate complex issues appropriately.

Maintain high standards of hospitality, communication, and professionalism.

Handle VIP arrivals and special occasions according to hotel standards.

Encourage guest feedback and support continuous improvement in service quality.

Financial & Administrative Responsibilities

Maintain accurate guest accounts and billing records.

Handle cash, credit card, deposits, refunds, and other transactions according to policy.

Monitor room revenue, upgrades, discounts, and billing adjustments.

Complete daily reports, shift handovers, and required documentation accurately.

Protect guest information and maintain confidentiality.

Team & Leadership Responsibilities

Support training and development of Front Office team members.

Maintain effective communication within the Rooms Division.

Assist with staff scheduling and allocation of duties when required.

Lead by example in guest service, grooming, punctuality, and professional conduct.

Promote teamwork and a positive working environment.

Required Qualifications & Skills

Diploma or degree in Hotel Management, Hospitality, or a related field.

Previous experience in Front Office or Rooms Division operations preferred.

Strong knowledge of hotel operations and guest-service standards.

Good communication and interpersonal skills.

Proficiency in hotel Property Management Systems (PMS).

Ability to handle multiple tasks and work effectively under pressure.

Strong problem-solving and decision-making abilities.

Good knowledge of English; additional languages are an advantage.

Professional appearance and positive attitude.

Flexibility to work shifts, weekends, and public holidays.

Key Performance Indicators (KPIs)

Guest satisfaction and feedback scores

Check-in/check-out efficiency

Room readiness and room-status accuracy

Front Office operational accuracy

Complaint resolution and service recovery

Upselling and room revenue performance

Billing and cash-handling accuracy

Compliance with hotel SOPs and brand standards

Team productivity and communication

Pay

₹500,000.00 - ₹600,000.00 per month

Application Question(s)

Do you have experience in Hospitality ?

Rooms Division Coordination ?

Are you interested for Nagpur ?

Are you interested for Indore ?

Are you interested for Mumbai - Sion ?

what is your current ctc ?

What is your expected ctc ?

Location

Nagpur, Maharashtra (Required)

Work Location

In person