Front Office Associate

Department: Front Office
Position: Front Office Associate
Reports To: Front Office Manager / Front Office Supervisor
Location: Kaziranga

Job Summary

The Front Office Associate is responsible for providing a warm, professional, and efficient welcome to guests while handling front desk operations. The role involves guest check-in and check-out, reservations, guest queries, billing, and coordination with other departments to ensure a smooth and pleasant guest experience.

Key Responsibilities

• Guest Reception & Service
• Welcome and greet guests in a friendly and professional manner.
• Handle guest enquiries, requests, complaints, and feedback promptly.
• Provide accurate information about hotel facilities, services, and local attractions.
• Maintain a high standard of guest service throughout the guest's stay.
• Check-in & Check-out
• Perform guest check-in and check-out procedures accurately and efficiently.
• Verify guest details and required documentation as per hotel policies.
• Explain hotel facilities, services, policies, and room information to guests.
• Process room charges, payments, and bills accurately.
• Reservations & Room Management
• Handle room reservations, cancellations, modifications, and extensions.
• Coordinate with the Housekeeping Department regarding room status and availability.
• Ensure room allocation is carried out efficiently.
• Maintain accurate records of arrivals, departures, and in-house guests.
• Telephone & Communication
• Handle telephone calls, emails, and guest correspondence professionally.
• Respond to guest requests and communicate them to the appropriate department.
• Maintain effective communication with Housekeeping, Food & Beverage, Security, Maintenance, and other departments.
• Cash & Billing
• Handle cash, card, and other payment transactions responsibly.
• Maintain accurate records of receipts and transactions.
• Follow hotel procedures for cash handling, billing, and daily closing.
• Report any discrepancies to the Front Office Supervisor or Manager.
• Guest Relations
• Build positive relationships with guests and provide personalized service wherever possible.
• Assist VIP guests and special-arrival guests according to hotel standards.
• Handle guest complaints professionally and escalate serious issues to the appropriate supervisor.
• Front Desk Administration
• Maintain accurate guest records and front office documentation.
• Prepare and maintain daily reports as assigned.
• Follow hotel SOPs, safety procedures, and security policies.
• Maintain cleanliness, organization, and professional appearance of the front desk.

Required Skills & Qualifications

• Minimum qualification: 12th pass / Graduate, preferably in Hospitality or a related field.
• Previous experience in a hotel front office role is preferred.
• Freshers with good communication and customer-service skills may also be considered.
• Good verbal and written communication skills.
• Basic computer knowledge; knowledge of hotel PMS software is an advantage.
• Good interpersonal and problem-solving skills.
• Ability to work under pressure and handle multiple tasks.
• Professional appearance and positive attitude.
• Willingness to work in shifts, including weekends and holidays.

Key Competencies

• Guest Service Orientation
• Communication Skills
• Problem Solving
• Teamwork
• Attention to Detail
• Professionalism
• Time Management
• Cash Handling
• Computer/PMS Skills
• Ability to Work Under Pressure

Performance Expectations

The Front Office Associate is expected to maintain high standards of guest satisfaction, accuracy, professionalism, communication, and operational efficiency while representing the hotel positively at all times.

Benefits:

• Food provided

Work Location: In person