Front Office Executive

Department: Front Office

Designation: Front Office Executive

Reports To: General Manager/ Front Office Manager

Location: Alagoa Resort, Betalbatim, Goa

Job Summary

The Front Office Executive is responsible for overseeing daily front office operations, ensuring excellent guest service, supervising and guiding team members, and coordinating with other departments for smooth resort operations. The role involves handling guest relations, reservations, billing, and maintaining service standards while supporting the Front Office Manager in achieving departmental objectives.

Key Responsibilities

1\. Front Office Operations

• Oversee daily front office activities, including guest check\-in, check\-out, reservations, room allocation, and billing.
• Ensure accurate maintenance of guest records, registration cards, reservation details, and room status.
• Monitor front desk operations to ensure efficiency and adherence to resort policies and procedures.
• Handle telephone calls, emails, booking confirmations, cancellations, and guest inquiries.
• Ensure proper shift handovers and maintain accurate operational records.

2\. Team Leadership and Supervision

• Lead, supervise, and guide front office team members to ensure smooth daily operations.
• Monitor staff performance during each shift.
• Ensure staff maintain proper grooming, punctuality, discipline, and professional conduct.
• Train and mentor team members on guest handling, reservation procedures, billing, and service standards.
• Promote teamwork, accountability, and effective communication within the department.

3\. Guest Relations and Complaint Handling

• Welcome guests professionally and ensure a smooth and pleasant arrival and departure experience.
• Handle guest complaints, special requests, and service issues promptly and effectively.
• Follow up with concerned departments to ensure timely resolution of guest concerns.
• Maintain positive guest relations and encourage guest satisfaction and repeat visits.
• Provide accurate information regarding resort facilities, services, local attractions, and transportation.
• Assist in handling VIP guests and special arrangements as required.

4\. Interdepartmental Coordination

• Coordinate with Housekeeping to ensure room readiness, cleanliness, and timely room allocation.
• Liaise with F\&B, Maintenance, Security, and other departments to fulfil guest requirements.
• Communicate room status, special requests, maintenance issues, and guest feedback to the concerned departments.
• Participate in departmental briefings and operational meetings as required.
• Ensure smooth coordination between shifts and departments to avoid service delays.

5\. Reservations, Billing and Administration

• Monitor reservation details, room availability, occupancy, arrivals, and departures.
• Ensure accurate preparation of guest bills, payment collection, receipts, and settlement of accounts.
• Verify billing accuracy and follow established procedures for cash handling and payment processing.
• Monitor pending payments, outstanding bills, and discrepancies, reporting them to the reporting manager.
• Maintain daily reports, guest feedback records, shift reports, and other departmental documentation.
• Ensure guest information is handled confidentially and statutory registration requirements are followed.

6\. Quality Control and Performance Monitoring

• Ensure compliance with resort service standards, standard operating procedures (SOPs), and company policies.
• Monitor the quality of service provided by front office staff and take corrective action where necessary.
• Identify operational challenges and recommend improvements to enhance guest satisfaction and efficiency.
• Monitor guest feedback and recurring complaints, implementing improvements in coordination with the Front Office Manager.
• Ensure the front desk and its surrounding areas remain clean, organised, and presentable.
• Assist the Front Office Manager in achieving departmental targets and improving operational performance.

7\. General Responsibilities

• Maintain professional grooming, personal hygiene, punctuality, and workplace discipline.
• Ensure compliance with guest safety, security, emergency response, and resort procedures.
• Support the Front Office Manager in daily administration and operational decision\-making.
• Take responsibility for front office operations in the absence of the Front Office Manager, within the authority assigned.
• Perform any other duties assigned by the management as per operational requirements.

Qualifications and Skills

• Graduate or diploma holder in Hotel Management, Hospitality, or a related field preferred.
• Previous experience in hotel or resort front office operations, preferably with supervisory responsibilities.
• Strong leadership, team management, and interpersonal skills.
• Good verbal and written communication skills.
• Knowledge of hotel Property Management Systems (PMS), reservations, billing, and guest registration procedures.
• Ability to handle guest complaints, resolve operational issues, and make appropriate decisions.
• Good organisational skills, attention to detail, and problem\-solving abilities.
• Professional grooming, a guest\-oriented attitude, and the ability to work in shifts, including weekends and public holidays.

Key Performance Indicators (KPIs)

• Guest satisfaction and service quality.
• Team performance, discipline, and productivity.
• Accuracy of reservations, room allocation, billing, and documentation.
• Timely resolution of guest complaints and requests.
• Compliance with resort SOPs and operational standards.
• Effective coordination with other departments.
• Accuracy of shift handovers and daily reports.
• Staff training, grooming, and adherence to duty schedules.

• *Candidates from or currently in Goa preferred.**

Job Type: Full\-time

Pay: ₹20,000\.00 \- ₹22,000\.00 per month

Benefits

• Food provided
• Provident Fund

Ability to commute/relocate

• Betalbatim, Goa: Reliably commute or planning to relocate before starting work (Required)

Education

• Diploma (Preferred)

Experience

• Supervising: 2 years (Required)

Location

• Betalbatim, Goa (Required)

Shift availability

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person