Front Office Executive

Department: Customer Success

Designation: Front Office Executive

Location: Bangalore

Reporting To: Senior Manager - Customer Success

Role & Responsibilities:

• Manage all aspects of day-to-day service delivery during working hours.
• Advise Front Office Management on escalated issues during the shift and ensure timely resolution.
• Ensure immediate response to all priority calls and follow the defined escalation process.
• Conduct regular rounds of the front office, lobby, and restrooms to ensure high standards of housekeeping and upkeep.
• Greet visitors and clients with a friendly, professional, and courteous approach that reflects the client's corporate image.
• Ensure site personnel are notified promptly upon guests arrival.
• Issue visitor badges, temporary cards, service badges, and new joiner ID/access cards; follow up for timely return with relevant stakeholders.
• Ensure visitor admission is properly authorized and maintain accurate visitor records/logbooks.
• Assist visitors with special needs, including those with disabilities, to ensure a comfortable experience.
• Ensure cleanliness and presentation of the lobby, lifts, and other public areas.
• Handle client and visitor complaints, feedback, and related issues; communicate to the next level as per the escalation matrix.
• Manage and support soft services tasks as per operational requirements.

Skillset required:

• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional demeanour.
• Good problem-solving and decision-making abilities.
• Quick learner with the ability to work independently and stay self-motivated.
• Confident in interacting with and presenting to clients.
• Hands-on experience in visitor and front office management.
• Working knowledge of facility/office management processes.
• Knowledge of parking management and visitor management systems (preferred).

Experience (Years) required:

2+ Years of work experience

Qualification:

Graduate/ Hotel Management Graduate