Front Office Executive / Associate

Job Description: Front Office Executive / Associate

Department: Front Office Unit: Premium Club Salary: ₹22,000 to ₹30,000 per month, based on experience and interview

Job Objective

Deliver a seamless, personalised experience to members and guests as the primary point of contact for member assistance, room reservations, activity and wellness bookings, billing and operational coordination. Ensure accurate information, effective complaint resolution and adherence to Club standards.

Associate: Handles reception, bookings, calls, basic member assistance, transactions and routine coordination.

Executive: Does all of the above, and also handles member complaints independently, shift closing and reconciliation, room operations, complex bookings and system accuracy, and supervises the desk in the Duty Manager's absence.

Key Responsibilities

Welcome and recognise members and guests warmly, and assist with directions, reservations and information across all Club facilities.

Handle member requests and complaints proactively, take ownership until closure, and escalate sensitive issues to the Duty Manager.

Manage room bookings in the software, including check-in and check-out.

Handle activity bookings (squash courts, pool, studio classes, gym slots, spa and salon) and confirm availability.

Answer calls within 3 rings, transfer accurately and maintain call logs.

Enter new membership details and update existing member records in the CMS.

Collect payments for rooms, sports and other services, and post charges correctly to member or guest accounts.

Reconcile cash, card and digital payments at the end of each shift, and follow cash-handling, refund and settlement SOPs.

Report billing discrepancies, unsettled accounts or system issues to the Duty Manager or Accounts.

Coordinate with Housekeeping, Activity Teams, Spa/Salon and Security for operational readiness.

Keep the reception tidy, follow grooming standards, and complete the daily closing routine with proper shift handover.

Maintain confidentiality of member information and record member feedback and preferences for the concerned departments.

Desired Profile

Education: Degree or Diploma in Hotel Management or a related field.

Associate: 2 to 3 years in Front Office, Guest Relations or Member Services in a luxury hotel, premium club or high-end residential hospitality setting.

Executive: 3 to 5 years in Front Office or Guest Relations, with experience handling shifts independently.

Experience in reservations, check-in/check-out, billing, complaint resolution and facility bookings is preferred.

Working knowledge of PMS or Club Management Systems and basic MS Office.

Strong communication and problem-solving skills, a guest-focused attitude and the ability to multitask.

Able to handle difficult guests and conflicts calmly.

Pay: ₹22,000.00 - ₹25,000.00 per month

Work Location: In person