Job Description: Front Office Receptionist – Luxury Resort
Job Summary
The Front Office Receptionist is responsible for delivering exceptional guest service by creating a warm and memorable first impression. This role involves managing guest check-ins and check-outs, handling reservations and inquiries, coordinating with various departments, and ensuring every guest experiences the highest standards of hospitality expected at a luxury resort.
Key Responsibilities
- Welcome guests with professionalism, warmth, and personalized service.
- Efficiently manage check-in and check-out procedures.
- Handle room reservations, modifications, and cancellations accurately.
- Respond promptly to guest inquiries, requests, and concerns.
- Provide information about resort facilities, services, dining options, local attractions, and activities.
- Coordinate with Housekeeping, Concierge, Food & Beverage, and Maintenance teams to ensure seamless guest experiences.
- Process payments, maintain accurate billing records, and balance cash transactions.
- Handle telephone calls, emails, and other guest communications professionally.
- Maintain confidentiality of guest information and comply with data privacy policies.
- Upsell rooms, packages, and resort services where appropriate.
- Resolve guest complaints courteously and escalate issues when necessary.
- Ensure the reception area remains clean, organized, and welcoming.
- Follow all resort policies, safety procedures, and luxury hospitality standards.
Qualifications
- Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, or a related field preferred.
- Previous experience in a luxury hotel or resort front office is an advantage.
- Excellent verbal and written communication skills in English and Kannada; additional languages are an asset.
- Strong customer service and interpersonal skills.
- Professional grooming and presentation.
- Ability to work flexible shifts, including weekends, holidays, and evenings.
Required Skills
- Outstanding guest service orientation.
- Strong communication and listening skills.
- Excellent organizational and multitasking abilities.
- Problem-solving and conflict resolution skills.
- Attention to detail and accuracy.
- Ability to remain calm and professional under pressure.
- Teamwork and collaboration.
- Positive attitude with a proactive approach to guest satisfaction.
Key Performance Indicators (KPIs)
- Guest satisfaction scores.
- Check-in/check-out efficiency.
- Accuracy of reservations and billing.
- Guest complaint resolution time.
- Upselling performance.
- Compliance with luxury service standards and SOPs.
Working Conditions
- Shift-based schedule, including weekends and public holidays.
- Standing for extended periods.
- Fast-paced luxury hospitality environment with direct guest interaction.
Pay: ₹13,000.00 - ₹16,000.00 per month
Benefits:
Work Location: In person