Front Office Executive

Santriya Technologies; Chennai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Santriya Technologies Ltd is seeking an AI-Enabled Front Office Executive to provide accurate, personalized front-office service using AI-assisted booking and guest information while maintaining human oversight on service recovery, payment, safety and policy decisions.

The role involves managing check-in/check-out, reservations, room status, and payments, leveraging approved AI tools to suggest services and verify rates and entitlements. Emphasis on data privacy and escalations per policy.

Responsibilities

• Manage check-in/check-out, reservations, room status, payments and guest requests in PMS.
• Use approved AI concierge/knowledge tools to suggest services, amenities and local information from verified sources.
• Validate rates, package inclusions, cancellation rules and entitlements before confirmation.
• Handle complaints and service recovery within delegated authority and elevate material issues.
• Coordinate housekeeping, maintenance, F&B, security and transport requests.
• Protect guest identity, payment and travel information.
• Capture preferences and service history where consent and policy permit.
• Use arrival, occupancy and request patterns to improve preparation and upsell relevance.

Job description

Job Summary

Santriya Technologies is seeking an AI-Enabled Front Office Executive to deliver accurate, personalized front-office service using AI-assisted booking and guest information while keeping human ownership of service recovery, payment, safety and policy decisions.

Product and Documentation Operating Model

Product and Documentation Operating Model: You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and elevate conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Responsibilities

• Manage check-in/check-out, reservations, room status, payments and guest requests in PMS.
• Use approved AI concierge/knowledge tools to suggest services, amenities and local information from verified sources.
• Validate rates, package inclusions, cancellation rules and entitlements before confirmation.
• Handle complaints and service recovery within delegated authority and elevate material issues.
• Coordinate housekeeping, maintenance, F&B, security and transport requests.
• Protect guest identity, payment and travel information.
• Capture preferences and service history where consent and policy permit.
• Use arrival, occupancy and request patterns to improve preparation and upsell relevance.

AI-enabled Ways of Working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human Accountability

AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

• Guest satisfaction and check-in efficiency improve
• Booking/rate errors reduce
• Service requests close faster
• Privacy and payment controls remain strong