Front Office Executive job description
A Front Office Executive welcomes guests to a hotel or resort, handles check-in and check-out and answers their requests during the stay. The role shapes the first and last impression of the property.
Why the role exists
The front office is the main contact point for hotel guests in India. The executive checks guests in, manages room allocation, takes requests and coordinates with housekeeping, food and beverage and maintenance. A calm, accurate desk reduces complaints and improves repeat bookings and online reviews.
What the person does
- Welcome guests, verify identification and complete check-in with the correct room and rate.
- Handle check-out, final bills and payments by cash, card or UPI, and collect feedback.
- Take reservations from phone, email and booking platforms and update availability.
- Coordinate room readiness with housekeeping and pass on guest requests to the right department.
- Respond to guest complaints during the stay and escalate unresolved ones to the duty manager.
- Handle luggage, cab, airport pickup and local travel requests with trusted vendors.
- Complete shift handover notes covering arrivals, departures, pending issues and cash.
- Maintain guest records carefully and keep personal details private.
Skills and tools
- Hotel property management systems such as Hotelogix or similar
- Reservation handling across OTAs and direct bookings
- Clear, polite English and local language communication
- Billing, cash handling and night audit basics
- Complaint handling with a calm, solution-focused approach
- Coordination with housekeeping and food and beverage teams
- Courteous etiquette and guest service manners
- Accuracy in record keeping and handover notes
Education and experience
Preferred, never a bar: equivalent experience counts.
- Diploma or degree in hotel management or hospitality is preferred, or equivalent experience in a hotel front desk.
- Preferred experience of one or more years at a hotel, resort or serviced apartment front office.
- Comfort with a property management system and basic computer skills is preferred, or equivalent experience.
- Willingness to work rotating shifts, including nights, as the property requires.
How the work is judged
- Guest feedback on check-in, check-out and request handling
- Accuracy of reservations, room allocation and billing
- Speed of response to guest requests and complaints
- Quality of shift handover and cash reconciliation
- Contribution to review ratings and repeat bookings
Where the role can lead
- Front office supervisor, then front office manager
- Guest relations, reservations or revenue roles in a hotel
- Rooms division manager with added experience across departments
Interview questions to ask
Ask every candidate the same questions in the same order and score them against written anchors, so the decision rests on the work and not the impression.
- A guest arrives early but the room is not ready. How do you handle it?
- Two guests are booked into the same room. What steps do you take?
- Tell us about a time you calmed an angry guest at a counter.
- How would you handle a guest who disputes a charge on the final bill?
- What do you include in a shift handover so the next person is not caught off guard?
- How do you keep track of bookings coming from different platforms?
Hiring tips for this role
- Use a role play at the desk. Test tone, listening and how the candidate handles a room not ready or a billing dispute.
- Check system skills. Ask the candidate to walk through a booking, a change and a check-out on the system they claim to know.
- Ask about night shifts openly before hiring. Mismatch on shift patterns is a common cause of early exits.
- Test language skills on a call and in person. Guests value clear, respectful speech over a polished accent.
Questions about hiring a front office executive
A receptionist mostly greets and directs visitors. A front office executive also handles reservations, billing, check-in and check-out, and coordinates with other hotel departments. The scope is wider in a hotel.
Many do, especially in hotels that need a 24-hour desk. State the shift pattern in the job description and the offer. Night duties may include audit work and early check-outs.
Common property management systems and channel managers used in Indian hotels are fine. Training on your own system is usual, so look for a quick learner with sound basics in reservations and billing.
GullyHR provides permanent talent acquisition. We agree the job description with you, find and screen candidates with hotel desk experience, and support the offer. Desk role plays for final selection stay with your team.
Hiring a front office executive?
GullyHR runs talent acquisition for permanent roles. We agree the job description with you, find and screen candidates against it, and support the offer through to joining. We recruit permanent employees. We do not supply contract or temporary staff.