Front Office Executive at Sofitel in Kochi, Kerala, IN

Company Description

Gazed at the multi-color exterior in the buzzing neighborhood that lies just outside, SLS LUX Brickell offers both our team members and our guests extraordinary experiences infused with glamour and a playful spirit. We have an exciting career opportunity to join our team. Say farewell to the ordinary and hello to SLS LUX Brickell, an irresistible and spellbinding retreat in the city’s center.

Job Description

We are seeking a dynamic and customer-focused Front Office Executive to join our team in Kochi, India. As a Front Office Executive, you will be the face of our organization, responsible for delivering exceptional guest experiences while managing daily front office operations with efficiency and professionalism. This role offers an exciting opportunity to lead a reception team, coordinate seamlessly with other departments, and ensure that every guest interaction exceeds expectations. If you're organized, empathetic, and passionate about delivering outstanding customer service, we'd love to hear from you.

• Greet guests warmly and professionally, managing check-ins, check-outs, and room bookings with accuracy and attention to detail
• Handle guest inquiries, requests, and complaints tactfully and efficiently, ensuring prompt resolution and guest satisfaction
• Lead and motivate the reception team, fostering a collaborative environment that promotes teamwork and professional development
• Maintain comprehensive documentation of all guest-related issues, transactions, and communications using the front office logbook and shift reports
• Communicate proactively with the Duty Manager and other departments regarding guest services, operational matters, and any concerns
• Coordinate with Housekeeping to monitor room status and ensure accurate availability information for seamless guest rooming
• Manage billing instructions, monitor guest credit accounts, and address any discrepancies with transparency and precision
• Supervise shift handover procedures and sign media to ensure continuity of operations and clear communication between shifts
• Inspect front-of-house and back-of-house areas regularly to maintain high standards of cleanliness and orderliness
• Maximize revenue opportunities by ensuring front-line staff implements marketing techniques and sales strategies effectively
• Handle full-house situations, overbooking scenarios, and guest relocations with decisiveness and professionalism
• Ensure the On-Call Valet Desk and driveway operations run efficiently and are staffed at all times
• Maintain strict compliance with Safety, Security, and Loss Control policies; manage hotel emergencies with resilience and quick thinking
• Maintain accurate records of all banquet functions and special events hosted at the hotel
• Provide management presence at the lobby, assisting with guest needs and supporting the Guest Relations team as needed

Qualifications

**Required Skills:**

• Exceptional customer service and interpersonal skills with a genuine passion for guest satisfaction
• Strong communication abilities, both verbal and written, with professional demeanor
• Team leadership and motivation skills with the ability to inspire and develop staff
• Problem-solving and conflict resolution capabilities with a calm, empathetic approach
• Proficiency in computer systems, including Property Management Systems (PMS) and Microsoft Office Suite
• Excellent organizational and time management skills with the ability to multitask effectively
• Attention to detail and accuracy in documentation, billing, and record-keeping
• Sales acumen and ability to maximize revenue opportunities
• Knowledge of Safety, Security, and Loss Control procedures

**Required Experience:**

• Minimum 2-3 years of front office operations experience in a hospitality setting
• Proven experience in guest services and customer relations management
• Demonstrated experience leading and managing reception or front office teams
• Experience handling guest complaints and resolving issues professionally

**Preferred Qualifications:**

• Hospitality management certification or relevant training
• Experience with hotel emergency procedures and crisis management
• Familiarity with multiple hotel systems and software platforms
• Background in a luxury or high-volume hotel environment
• Multilingual abilities (English proficiency is essential)

**Education:**

• High school diploma or equivalent; hospitality or business-related qualification is preferred