Front Office Executive

IHG Hotels & Resorts; Gurugram District; On-site; INR 335,000 - 603,000; Full time

Job summary

IHG Hotels & Resorts in Gurugram invites applications for a Front Office Supervisor. You will oversee the front desk during your shift, conduct briefings, and ensure smooth check-ins, guest data handling, and adherence to brand standards.

You will manage cashiering activities, handle cash and reconciliations, and address guest concerns with a focus on service quality. Fluency in English and the local language, plus supervisory experience, are required. The role is based on site at the hotel.

Qualifications

• Bachelor degree /diploma in hospitality/hotel management is mandatory.
• Must speak fluent English and local language; additional languages preferred.
• At least one year supervisory experience or GSA experience will be beneficial.

Responsibilities

• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Supervise front office operations during assigned shift, including maintenance of guest information
• Maintain information about local events and the public address system usage
• Assisting with serious complaints and debtor control; oversee cashiering activities
• Cash handling and banking procedures; deal with irregular payments
• Instruct staff in credit policies and facilities and cash security procedures
• Carry out debtor control and prepare reports; supervise the cashiering system
• Build and maintain positive relationships with internal customers and guests to anticipate needs

Skills

Fluent English

Local language

Customer service

Supervisory experience

Communication skills

Cash handling

Hospitality knowledge

Education

Bachelor's degree / diploma in hospitality / hotel management

Tools

Public address system

Cashiering system

Guest information management system

Job description

• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Supervise front office operations during assigned shift including:
• Maintenance of guest information
• Maintenance of information about local events
• Supervise the use of public address system
• Assisting with serious complaints
• Cash handling and banking procedure
• Dealing with irregular payments
• Instructing staff in credit policies and facilities
• Instructing staff in cash security procedures
• Carry out debtor control
• Prepare reports
• Supervise the cashiering system
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
• Take action to address these needs in order to exceed their expectations
• Create a positive hotel image in every interaction with internal and external customers
• Adhere to hotel brand standards
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Assist guests and escort them to locations within the hotel at their request
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
• Maintain current Hotel information to be able to provide information to guests

Duties & responsibilities

• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Supervise front office operations during assigned shift including:
  • Maintenance of guest information
  • Maintenance of information about local events
  • Compile occupancy statistics
  • Supervise the use of public address system
  • Supervise group bookings
  • Assisting with serious complaints
• Supervise cashiering activities during shift including:
  • Cash handling and banking procedure
  • Dealing with irregular payments
  • Instructing staff in credit policies and facilities
  • Instructing staff in cash security procedures
  • Carry out debtor control
  • Prepare reports
  • Supervise the cashiering system
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
• Take action to address these needs in order to exceed their expectations
• Create a positive hotel image in every interaction with internal and external customers
• Adhere to hotel brand standards
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Assist guests and escort them to locations within the hotel at their request
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
• Maintain current Hotel information to be able to provide information to guests

Accountability

Report to a Duty Manager. Typically supervises Concierge desk, Bell desk and GSA - FO. Accountability is directed by shift operations at the reception.

Qualifications And Requirements

Bachelor degree /diploma in hospitality/hotel management is mandatory. Must speak fluent English and local language with additional other languages preferred. At least one year supervisory experience/GSA experience will be beneficial.