Front Office Executive

Job Description

Position Summary

At Fairmont Mumbai, the Front Office Executive is the face of the hotel and the first ambassador of the Fairmont brand. This role is responsible for creating memorable luxury experiences by delivering intuitive, personalized, and gracious service throughout every stage of the guest journey. The incumbent ensures seamless arrival and departure experiences while anticipating guest needs, building meaningful relationships, and consistently exceeding expectations in line with Fairmont's luxury hospitality standards.

Key Responsibilities

Luxury Guest Experience

• Welcome every guest with genuine warmth, professionalism, and personalized recognition.
• Create exceptional first and lasting impressions through refined service and attention to detail.
• Deliver seamless, efficient, and memorable arrival and departure experiences.
• Anticipate guest preferences and proactively exceed expectations.
• Recognize repeat guests, VIPs, ALL – Accor Live Limitless members, and long-stay guests while ensuring personalized service.
• Build meaningful relationships with guests to encourage loyalty and repeat visits.
• Own guest concerns from start to resolution with empathy, urgency, and professionalism.

Front Office Operations

• Perform check-in and check-out procedures accurately and efficiently.
• Allocate rooms strategically based on guest preferences, operational requirements, and revenue opportunities.
• Maintain complete accuracy of guest registration and profile information.
• Coordinate room moves, upgrades, special requests, and transportation arrangements.
• Ensure guest preferences are captured and updated in Opera Cloud/PMS.
• Monitor room inventory in collaboration with Housekeeping and Reservations.

Butler-Level Personalized Service Mindset

• Anticipate guest requirements before they are requested.
• Coordinate personalized celebrations, amenities, and special occasions.
• Maintain awareness of guest preferences including dining choices, room preferences, and special occasions.
• Deliver intuitive luxury service that creates emotional connections.

Guest Relations

• Handle guest complaints with confidence, empathy, and ownership.
• Empowered to recover service failures promptly following Fairmont luxury service standards.
• Engage guests throughout their stay to identify opportunities for enhancing their experience.
• Ensure every guest departs delighted.

Revenue Generation

• Maximize room revenue through strategic room upgrades.
• Promote Fairmont Gold experiences and hotel facilities.
• Drive enrolment into ALL – Accor Live Limitless Loyalty Programme.
• Recommend dining outlets, spa experiences, and hotel services.
• Support upselling initiatives while maintaining authentic guest engagement.

Cashiering & Financial Accountability

• Process all guest transactions accurately.
• Maintain complete cashiering compliance.
• Balance cash float and shift reports.
• Ensure all financial transactions comply with audit standards.

Operational Excellence

• Ensure flawless shift handovers.
• Maintain accurate daily reports and guest records.
• Collaborate closely with Housekeeping, Concierge, Guest Relations, Engineering, Security, Spa, and Food & Beverage.
• Support smooth hotel operations during high occupancy and VIP movements.

Brand Standards

• Uphold Fairmont Brand Standards and Luxury Service Culture.
• Maintain impeccable grooming and professional presentation.
• Ensure lobby and reception areas reflect luxury standards at all times.
• Demonstrate elegance, sophistication, and discretion in every guest interaction.

Health, Safety & Compliance

• Adhere to all Fairmont, Accor, and statutory policies.
• Comply with Fire & Life Safety procedures.
• Ensure guest confidentiality and data privacy.
• Participate in mandatory learning and brand certification programmes.

Qualifications

Qualifications

• Bachelor's Degree or Diploma in Hotel Management or Hospitality Management.
• Certification in Luxury Hospitality is an added advantage.

Additional Information

Experience

• 2–5 years' experience in Front Office Operations within luxury or upper-upscale hotels.
• Prior experience with luxury international hotel brands is preferred.
• Experience with Opera Cloud PMS is highly desirable.