Front Office Executive

Job Description

Position Overview: We are seeking a dynamic and customer-focused Front Office Executive to join our team at Fairmont Mumbai. As the first point of contact for our guests, the Front Office Executive plays a crucial role in ensuring exceptional service from arrival to departure.

Key Responsibilities:

• Guest Relations: Greet guests warmly upon arrival, assist with check-in/check-out procedures, and provide personalized assistance throughout their stay to ensure a memorable experience.
• Reservation Management: Handle guest inquiries and reservations efficiently, ensuring accuracy and attention to detail.
• Front Desk Operations: Manage the front desk area, including answering phone calls, responding to emails, and handling guest requests promptly and professionally.
• Payment Processing: Process guest payments, handle cash transactions, and maintain accurate records of financial transactions.
• Room Allocation: Coordinate room assignments based on guest preferences, availability, and special requests.
• Information Dissemination: Provide guests with information about hotel facilities, services, and local attractions, assisting them in making the most of their stay.
• Problem Resolution: Address guest concerns and complaints promptly, seeking solutions to ensure guest satisfaction and retention.
• Team Collaboration: Work closely with other departments, including housekeeping and maintenance, to ensure seamless guest experiences and resolve any issues that may arise.
• Administrative Duties: Perform general administrative tasks, including filing, data entry, and maintaining guest records.
  

Qualifications

• Previous experience in a similar role within the hospitality industry is preferred.
• Exceptional customer service skills with a friendly and outgoing personality.
• Strong communication skills, both verbal and written, with proficiency in English (additional languages are a plus).
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Proficiency in using computer systems and hotel management software.
• Ability to remain calm and composed under pressure, with a proactive approach to problem-solving.
• Flexibility to work various shifts, including weekends and holidays.