Front Office Executive – CGH Earth – Full Job Description

Company: CGH Earth
Location: Kochi, Kerala
Job Type: Full-time
Salary: Negotiable

Job Title: Front Office Executive

Location: Brunton Boatyard, CGH Earth Experience Hotels

Department: Front Office

Reports to: Front Office Manager

Job Summary: The Front Office Executive is the first point of contact for guests at Brunton Boatyard, representing the hotel’s brand and values. This position involves handling guest check-ins and check-outs, responding to guest inquiries, and ensuring smooth operations at the Front Desk. The Front Office Executive plays a vital role in delivering exceptional guest experiences, providing excellent customer service, and supporting the Front Office team in the daily operations.

Key Responsibilities:

• Guest Service Excellence:
  • Greet and welcome guests in a warm, friendly, and professional manner upon arrival.
  • Assist guests with check-ins and check-outs, ensuring smooth and efficient registration and payment processes.
  • Handle guest inquiries, requests, and complaints promptly and professionally, ensuring complete guest satisfaction.
  • Maintain a high level of customer service at all times, going above and beyond to anticipate and exceed guest needs.
• Administrative Support:
  • Maintain accurate guest records, including personal details, preferences, and special requests, using the hotel’s property management system (PMS).
  • Handle reservations, cancellations, and modifications accurately and efficiently, ensuring the system reflects up-to-date availability.
  • Coordinate with other departments (housekeeping, food & beverage, etc.) to ensure guest requests and requirements are met.
• Communication & Coordination:
  • Serve as a liaison between guests and hotel departments, communicating guest preferences and special requirements to enhance the overall experience.
  • Provide accurate information about hotel services, facilities, local attractions, and transportation options.
  • Maintain clear communication with the Front Office Manager and other team members to ensure operational efficiency.
• Billing & Payment Handling:
  • Accurately process guest bills and payments, ensuring that all charges are correctly applied.
  • Handle cash, credit card transactions, and receipts in compliance with hotel policies and procedures.
  • Ensure guests are informed of their billing status, making necessary adjustments or corrections if required.
• Guest Experience & Problem Resolution:
  • Handle guest complaints and concerns with empathy, ensuring that issues are resolved to the guest’s satisfaction.
  • Manage guest check-out procedures smoothly, ensuring that all charges are correct and that guests depart with a positive experience.
  • Participate in the daily briefings to stay informed of any special events, promotions, or changes that may affect guest services.
• Operational Excellence:
  • Ensure the Front Desk is always clean, organized, and well-maintained, creating a welcoming environment for guests.
  • Adhere to all hotel policies, procedures, and standards of operation to maintain consistency in service quality.
  • Ensure the proper handling of keys and security protocols for guest rooms.

Requirements:

• Education: Minimum of a bachelor’s degree or equivalent in Hospitality Management, Tourism, or related field.
• Experience: A minimum of 3-5 years of experience in a similar role in a luxury hotel or hospitality environment.
• Skills:
  • Exceptional interpersonal and communication skills (both verbal and written).
  • Strong customer service orientation with a positive, approachable attitude.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Familiarity with hotel property management systems (PMS), reservation software, and other front office technologies.
  • Knowledge of local attractions, restaurants, and other points of interest to assist guests with recommendations.
  • Proficient in Microsoft Office applications (Word, Excel, Outlook).

Job Type: Full-time

Benefits: Flexible schedule
Food provided
Health insurance
Provident Fund

Schedule: Rotational shift

Supplemental Pay: Yearly bonus

Work Location: In person

Application Deadline: 31/03/2025

Expected Start Date: 15/04/2025