Front Office Executive

Front Office Executive

About Our Client: Our client is an extended-stay hospitality and accommodation platform that builds and scales strategic distribution partnerships across Relocation Management Companies, Corporate Travel, Travel Trade, and MICE ecosystems. The organisation focuses on driving long-term room revenue, extended-stay contracts, and brand-led enterprise demand through strategic partnerships and distribution-led growth rather than rate-driven selling.

Job Title: Front Office Executive

Location: Gurgaon

Experience: 0-2 Years

Educational Qualification: Bachelors degree in Hotel Management or related field

About the role: To deliver a seamless, warm, and efficient guest experience across check-in, stay, and check-out for the Clients extended-stay and flexible living guests, while acting as the face of the brand and custodian of the #liveurway promise.

Responsibilities:

1. Guest Experience & Engagement:

• Welcome guests with a personalised, relationship-led approach aligned to the client's extended stay philosophy.
• Manage smooth check-in and check-out processes, including flexible stay modifications and extensions.
• Proactively engage long-stay guests to understand needs, preferences, and feedback.
• Resolve guest concerns promptly with ownership and empathy, escalating when required.

2. Front Desk Operations:

• Operate PMS and clients' tech platforms for reservations, billing, and guest profiles.
• Manage room allocations, upgrades, stay extensions, and early/late check-ins.
• Handle cashless transactions, invoicing, and corporate billing accurately.
• Maintain shift reports, logs, and handovers.
• Extended Stay & Corporate Guest Support.
• Coordinate with Housekeeping, Engineering, and F&B for long-stay service consistency.
• Support corporate travellers, project teams, and relocation guests with tailored solutions.
• Facilitate move-ins, mid-stay changes, and move-outs smoothly.

3. Brand Representation & Culture:

• Consistently communicate Clients brand values, tone, and service standards.
• Act as a brand ambassador for Flexible Stays for the New Us.
• Uphold integrity, confidentiality, and professional conduct at all times.

4. Sales Support & Upselling:

• Promote clients' services such as extended stay offers, upgrades, F&B partnerships, and local experiences.
• Capture leads for repeat stays, corporate accounts, and referrals.
• Educate guests on Clients app/tech features for a frictionless stay.

5. Compliance & Safety:

• Follow SOPs for guest safety, data privacy, and emergency protocols.
• Ensure accurate guest registration and statutory compliance.
• Key Performance Indicators (KPIs).
• Guest Satisfaction Score (GSS) / Online Review Ratings.
• Average Check-in & Check-out Time.
• Repeat Stay & Extension Conversion Rate.
• Complaint Resolution TAT.
• Billing Accuracy & Zero Revenue Leakage.
• Front Desk SOP Compliance Score.

6. Reporting and Coordination:

• Work closely with the Central Reservations and Accounts team for daily reconciliation on bookings and Night Audit.
• Flag risks, guest trends, and improvement opportunities proactively.
• Report to immediate supervisor & COO - any unauthorised property visit or notice received without any delay non-guests, govt authority personnel, owners or anyone.