Front Office Executive

Company Description

"Why work for Accor?
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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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Job Description

We are seeking a dynamic and customer-focused Front Office Executive to join our hospitality team in Visakhapatnam, India. In this pivotal role, you will be the face of our organization, delivering exceptional guest experiences while efficiently managing front office operations. You will supervise front desk associates, ensure adherence to hotel policies and procedures, and create a positive, motivated work environment that prioritizes guest satisfaction and loyalty. This position offers an exciting opportunity to make a meaningful impact on our guests' experiences while driving operational excellence.

• Supervise and mentor front desk associates, ensuring consistent adherence to hotel policies, procedures, and service standards while fostering a collaborative and motivated team environment
• Conduct comprehensive shift briefings to familiarize yourself with room status, expected check-ins and check-outs, VIP arrivals, and any special events or correspondence
• Manage efficient and timely check-in and check-out processes within defined standards, ensuring all guests receive a warm welcome and fond farewell
• Develop and implement effective communication channels and training programs for guest service associates to enhance service delivery and operational efficiency
• Actively solicit and manage guest feedback, promptly addressing concerns and complaints while maintaining transparent communication with management
• Ensure all pre-arrival preparations are completed for VIP guests, delivering engaging and personalized arrival and departure experiences
• Maximize guest enrollment in loyalty programs, demonstrating comprehensive knowledge of membership levels and program benefits to drive guest retention
• Handle guest inquiries, complaints, and special requests with empathy and decisiveness, escalating complex issues to management when necessary
• Maintain accurate and up-to-date arrival and departure registers in compliance with local regulations, ensuring all required documentation (such as "C" forms) is completed and submitted as per Indian hospitality standards
• Oversee cash handling procedures, ensuring all payments are secured at arrival and all internal controls are properly implemented and monitored
• Verify guest registration cards for accuracy regarding profile information, payment mode, and departure time before submission to the duty manager
• Encourage and facilitate upselling opportunities throughout the guest journey while maintaining service integrity
• Conduct daily equipment checks to ensure all front office systems and tools are in optimal working condition
• Ensure all grooming and professional standards are maintained by team members and yourself at all times
• Prepare and file all relevant reports, ensuring proper documentation and handover between shifts with clear communication of any discrepancies
• Acknowledge all rebates and payouts through the duty manager, maintaining transparency in financial transactions

Qualifications

• Degree or diploma in hotel management or hospitality administration
• Proven experience in front office operations and guest service management within a hotel or hospitality environment
• Demonstrated experience in team supervision, leadership, and staff training
• Strong knowledge of hotel management systems and property management software (PMS)
• Excellent verbal and written communication skills with the ability to interact professionally with guests and staff
• Proficiency in problem-solving and conflict resolution in fast-paced environments
• Strong attention to detail with excellent organizational and time management skills
• Proficiency in multitasking while maintaining service quality and operational efficiency
• Knowledge of guest loyalty programs and their strategic importance in hospitality
• Familiarity with Indian hospitality regulations, local compliance requirements, and documentation procedures
• Competency in cash handling and financial reconciliation
• Proficiency with computer systems and Microsoft Office applications
• Flexibility and adaptability to shift-based work schedules
• Exceptional customer service orientation with a genuine commitment to guest satisfaction
• Ability to work collaboratively with cross-functional departments including housekeeping, management, and guest services
• Strong resilience and ability to maintain composure under pressure while delivering consistent service excellence

Additional Information