Front Office Assistant

Position: Front Office Assistant

Department: Front OfficeReports To: Front Office Manager / Duty ManagerLocation: ResortEmployment Type: Full\-Time

1\. Job Summary

The Front Office Assistant is responsible for welcoming guests, handling check\-in and check\-out procedures, managing reservations, responding to guest inquiries, and providing courteous and efficient service throughout the guest’s stay. The position plays an important role in ensuring guest satisfaction and maintaining the resort’s service standards.

2\. Key Responsibilities

A. Guest Services

• Welcome guests warmly and professionally upon arrival.
• Assist guests with check\-in, check\-out, and registration procedures.
• Provide information about resort facilities, services, activities, and local attractions.
• Handle guest inquiries, requests, and complaints promptly.
• Coordinate with other departments to ensure guest requirements are fulfilled.
• Maintain professional communication and a positive guest experience.

B. Reservations and Room Management

• Assist in handling room reservations, modifications, and cancellations.
• Verify guest details and reservation information.
• Coordinate room allocation with the Front Office Manager and Housekeeping team.
• Monitor room status and ensure accurate updates in the Property Management System (PMS).
• Assist with walk\-in guests and room availability inquiries.

C. Billing and Cashiering

• Prepare guest bills accurately and process payments.
• Handle cash, card, UPI, and other approved payment methods.
• Verify billing details and maintain proper financial records.
• Follow established cashiering and cash\-handling procedures.
• Ensure accurate settlement of guest accounts during check\-out.

D. Telephone and Communication

• Answer telephone calls promptly and courteously.
• Handle guest requests and transfer calls to the appropriate departments.
• Maintain proper communication with Reservations, Housekeeping, F\&B, Security, and Engineering.
• Record and communicate guest messages accurately.

E. Guest Relations

• Assist with VIP arrivals, special occasions, and guest preferences.
• Follow up on guest requests to ensure timely completion.
• Support the team in handling guest feedback and service recovery.
• Maintain guest confidentiality and protect personal information.

F. Resort Operations

• Maintain the cleanliness and professional appearance of the front desk.
• Complete shift handovers and maintain the necessary registers.
• Prepare and maintain guest records and operational reports.
• Follow resort SOPs, security procedures, and emergency protocols.
• Assist with night audit activities when assigned and trained.
• Ensure compliance with applicable guest registration and reporting requirements.

3\. Coordination with Other Departments

• Housekeeping: Room readiness, room status, and special guest requests.
• Food \& Beverage: Meal plans, restaurant timings, and guest dining arrangements.
• Engineering: Reporting maintenance complaints and room defects.
• Security: Guest safety, incident reporting, and access control.
• Reservations and Sales: Booking details, special packages, and guest requirements.

4\. Qualifications and Experience

• Minimum qualification: Plus Two or a diploma/degree in Hotel Management or Hospitality.
• Experience in a hotel or resort front office is preferred.
• Freshers may be considered based on the resort’s requirements.
• Basic computer knowledge and familiarity with hotel PMS software are desirable.
• Good communication skills in English and the local language.

5\. Skills and Competencies

• Excellent guest\-handling and communication skills.
• Professional grooming and personal presentation.
• Customer\-service orientation.
• Attention to detail and numerical accuracy.
• Problem\-solving and complaint\-handling abilities.
• Teamwork and interdepartmental coordination.
• Willingness to work rotational shifts, weekends, and holidays.

6\. Performance Standards (KPIs)

• Guest satisfaction and feedback scores.
• Accuracy of check\-in and check\-out procedures.
• Billing and cashiering accuracy.
• Timely completion of guest requests.
• Compliance with resort SOPs.
• Accuracy of guest records and shift handovers.
• Professional conduct and grooming standards.

7\. General Responsibilities

The employee must perform duties in accordance with the resort’s policies, service standards, and instructions issued by the Front Office Manager or other authorized management personnel.

Prepared By: Human Resources / Front Office ManagerApproved By: Resort Manager / General Manager

Pay: ₹20,000\.00 \- ₹25,000\.00 per month

Benefits

• Food provided
• Provident Fund

Work Location: In person