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Front Office Executive

Brigade Group

JOB DESCRIPTION

Position

Front Office Executive

Department

Front Office

Location

Signature Club Resort

Reporting To

  • Front Office Manager / Front Office Supervisor
  • Job Purpose
  • To ensure a warm welcome and a seamless guest experience by managing front desk operations, guest inquiries, check-ins, check-outs, reservations, and coordination with other departments.
  • Key Responsibilities

Guest Reception

Welcome guests warmly, manage arrivals and departures, and ensure a professional first impression.

Check-in & Check-out

Complete guest registration, verify identification, process payments, and manage billing accurately.

Guest Relations

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

Reservations

Assist with room reservations, booking confirmations, cancellations, and modifications.

Telephone & Email Handling

Respond to calls, emails, and guest inquiries courteously and promptly.

Coordination

Coordinate with Housekeeping, F&B, Security, Engineering, and other departments to ensure smooth guest services.

Billing & Cash Handling

Prepare guest bills, manage cash and card transactions, and ensure accurate settlement of accounts.

Records & Documentation

Maintain guest records, registration forms, shift handover reports, and other required documents.

Service Standards

Follow resort SOPs, grooming standards, guest privacy requirements, and service quality guidelines.

Upselling

Promote available room categories, resort facilities, and services wherever appropriate.

Shift Handover

  • Ensure accurate communication of pending tasks, VIP arrivals, guest requests, and operational updates to the next shift.
  • Qualifications & Experience
  • Graduate in Hospitality Management, Hotel Management, or a related field preferred.
  • 1–3 years of experience in Front Office operations in a hotel, resort, or hospitality establishment.
  • Freshers with relevant qualifications and strong communication skills may also be considered.
  • Required Skills
  • Good verbal and written communication skills.
  • Strong guest-handling and interpersonal skills.
  • Basic computer knowledge and familiarity with hotel PMS software.
  • Numerical accuracy and billing knowledge.
  • Problem-solving and complaint-handling abilities.
  • Professional grooming and a customer-focused attitude.
  • Ability to work in rotational shifts, including weekends and holidays.
  • Key Performance Indicators (KPIs)
  • Guest satisfaction and feedback scores.
  • Accuracy and efficiency of check-in and check-out processes.
  • Timely resolution of guest complaints and requests.
  • Billing accuracy and cash-handling compliance.
  • Adherence to SOPs, grooming, and service standards.
  • Effective interdepartmental coordination.
  • Upselling and revenue-generation performance, where applicable.
  • Working Conditions
  • Work location: Signature Club Resort.
  • Rotational shifts, including weekends and public holidays, as per operational requirements.
  • Guest-facing role requiring professional conduct and adherence to resort standards.