Front Desk Officer - Hospitality Industry

Front Desk Officer Job Description

Position Summary

The Front Desk Officer (or Front Desk Agent/Receptionist) is the first point of contact for guests and plays a vital role in creating a positive and welcoming experience. This role is responsible for all guest-related services at the front desk, ensuring operational efficiency, and maintaining the highest level of guest satisfaction.

Key Responsibilities

Guest Services & Experience

• Greeting and Welcoming: Greet all guests in a warm, friendly, and professional manner upon arrival.
• Check-in and Check-out: Efficiently perform all guest check-ins, check-outs, and room/apartment changes, following all hotel procedures.
• Reservations Management: Manage and confirm reservations (in-person, online, and over the phone), assign apartments, and handle cancellations or modifications.
• Inquiries & Information: Provide accurate and comprehensive information about building facilities, services, room rates, and local attractions/amenities.
• Complaint Resolution: Handle guest complaints, concerns, and requests promptly, professionally, and courteously, ensuring swift and satisfactory resolution.
• Guest Assistance: Arrange or coordinate special services for guests, such as transportation, luggage handling, or wake-up calls, by liaising with other departments (e.g., Concierge, Housekeeping).
• Upselling: Identify opportunities to upsell amenities and services (e.g., apartment upgrades/change, extra mattresses, in-house cleaning).

Administrative & Financial Duties

• Payment Processing: Process payments, handle cash, issue receipts, and maintain an accurate record of all financial transactions.
• Data Entry: Register guests, collect necessary information (contact details, dates of stay), and maintain updated, confidential records in the Property Management System (PMS).
• Department Coordination: Maintain clear and constant communication with Housekeeping, Maintenance, and Management to ensure room/apartment readiness and the fulfillment of guest requests.
• Shift Auditing: Prepare shift reports, balance daily transactions, and reconcile cash/credit card payments.
• Communication: Answer, screen, and direct incoming calls, emails, and internal communications efficiently.

Qualifications and Skills

Essential Requirements

• BBA (Hons) or MBA or Equivalent from a reputable institution a degree or certificate in Hospitality Management is a plus.
• Proven experience in a customer service role, preferably within the hospitality industry.
• Excellent verbal and written communication skills.
• Professional demeanor, polished appearance, and a friendly, positive attitude.
• Strong organizational and multitasking abilities, with keen attention to detail.
• Ability to work flexible shifts, including evenings, weekends, and holidays.

Preferred Skills

• Proficiency with Property Management Systems (PMS) software (e.g., Munshi 10, Opera, Host Away).
• Fluency in a second language is highly advantageous.
• Basic proficiency in Microsoft Office Suite.
• Demonstrated ability to remain calm and professional in high-pressure situations.

Reporting Structure

The Front Desk Officer reports directly to the Front Office Manager or Hotel Manager.

Job Type: Full-time

Pay: Rs40,000.00 - Rs45,000.00 per month

Work Location: In person