Front Office Executive

ibis, ibis Styles, ibis budget; Ernakulam; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ibis hotels (ibis, ibis Styles, ibis budget) in India seek a skilled Front Office professional to manage daily guest services, check-in/out, and lead the reception team. The role focuses on delivering exceptional guest experiences and maintaining efficient front desk operations.

The ideal candidate has a BHM or equivalent qualification with at least 3 years in front office, proficiency in Opera PMS, and strong communication skills to drive guest satisfaction and upselling opportunities.

Qualifications

• Bachelor of Hotel Management or equivalent hospitality qualification.
• Minimum 3 years of professional experience in Front Office.
• Strong knowledge of front office operations incl. reservations systems, front desk procedures, and cashiering.
• Proficiency with Opera PMS.
• Excellent interpersonal and communication skills.
• Leadership potential and ability to support team.

Responsibilities

• Ensure smooth and friendly check-in and check-out for all guests.
• Maintain Front Office log book and shift reports.
• Respond to guest inquiries and resolve problems promptly.
• Liaise with Housekeeping for room status and day-to-day operations.
• Adhere to Procedures & Standards Manual and promote proactive service.
• Coordinate with other departments to resolve operational issues.

Skills

Front office operations

Reservations systems

Reception protocols

Cashiering functions

Guest service delivery

Customer satisfaction management

Time management

Conflict resolution

Upselling

Leadership potential

Education

Bachelor of Hotel Management (BHM) or equivalent hospitality qualification

Tools

Opera PMS

Job description

Job Description

Prime Function

• Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitors
• Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.
• Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
• Any matter which may affect the interests of the hotel should be brought to the attention of the Management.

Key Responsibilities

People Management

• Provide effective support to the team to enable them to provide effective and efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.

Financial Management

• Identify optimal, cost effective use of the resources and educate the team on the same.

Operational Management

• Ensure quality and appropriateness of customer service provided.
• To maintain Front Office log book and shift reports.
• Respond to inquiries and resolve problems in an effective manner.
• Ensure all guests receive a swift, smooth, professional and friendly check in and check out
• Ensure quality in all aspects of the job.
• Maintain record of all banquet and any other functions in the hotel.
• Liaise with other departments for the resolution of day-to-day administrative and operational issues.
• Carry out other duties which naturally fall within the reasonable expectations of the post.
• Adhere to the Procedures & Standards Manual.
• Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
• Liaise with Housekeeping for the Room Status.Handle additional responsibilities as and when delegated by the Management.

Qualifications

• Bachelor of Hotel Management (BHM) degree or equivalent hospitality qualification
• Minimum 3 years of professional experience in Front Office department
• Strong knowledge of front office operations, including reservations systems, front desk procedures, reception protocols, and cashiering functions
• Proficiency with Opera PMS
• Excellent interpersonal and communication skills with the ability to interact professionally with guests and colleagues
• Demonstrated expertise in guest service delivery and customer satisfaction management
• Strong organizational and time management skills with the ability to multitask effectively in a fast-paced environment
• Proven ability to handle conflict resolution and guest complaints with empathy and professionalism
• Active selling and upselling capabilities with a results-oriented approach
• Leadership potential and willingness to support team members and management initiatives

Cultural sensitivity and the ability to work inclusively with diverse teams