Front Desk Officer

Royalton Hotel Rawalpindi is seeking a professional, courteous, and customer-focused Front Desk Officer to join our Front Office team. The successful candidate will play a vital role in creating a welcoming atmosphere for guests by managing check-ins and check-outs, handling reservations, responding to inquiries, and coordinating with various hotel departments. This position ensures a smooth and pleasant experience for all guests throughout their stay.

Key Responsibilities

- Welcome and greet guests in a professional and friendly manner.
- Accurately and efficiently handle guest check-in and check-out procedures.
- Manage room reservations, including bookings, amendments, and cancellations.
- Verify guest identification and complete all required registration processes.
- Provide guests with detailed information about hotel facilities, services, dining options, events, and local attractions.
- Address guest requests, complaints, and inquiries promptly and professionally to ensure satisfaction.
- Coordinate with Housekeeping regarding room status, availability, and specific guest requirements.
- Liaise with Restaurant, Room Service, Maintenance, Security, and other departments as needed.
- Maintain accurate records of room occupancy, guest information, payments, and daily transactions.
- Handle cash, credit/debit card transactions, and other approved payment methods with precision.
- Prepare and maintain front-office reports and shift handover documentation.
- Monitor arrivals, departures, VIP guests, special requests, and room changes attentively.
- Assist guests with luggage, transportation arrangements, wake-up calls, and other front-office services.
- Maintain confidentiality of guest information and hotel records at all times.
- Ensure the front desk and reception area remain clean, organized, and welcoming.
- Adhere to hotel policies, standard operating procedures, security protocols, and service standards.
- Perform additional front-office duties as assigned by the Front Office Manager.

Required Qualifications

- Diploma or Bachelor’s degree in Hotel Management, Hospitality, Tourism, Business Administration, or a related field.
- Between 6 months to 1 year of relevant experience in a hotel or front-office environment is preferred.
- Fresh candidates with strong communication and customer service skills will also be considered.
- Proficiency in English and Urdu is essential; knowledge of additional languages is an advantage.
- Strong communication and interpersonal skills with a professional appearance and positive attitude.
- Good computer literacy and familiarity with hotel Property Management Systems (PMS) are preferred.
- Ability to work in rotational shifts, including weekends and public holidays.
- Capability to remain calm and professional during busy periods or when handling guest complaints.

Preferred Qualifications and Benefits

While prior experience is preferred, candidates demonstrating excellent communication skills and a customer-oriented mindset will be given consideration. The role offers the opportunity to work in a reputable hotel environment with a dynamic team. The position requires in-person attendance at the hotel located in Rawalpindi.

Key Skills

Guest Relations, Check-in & Check-out, Reservation Management, Customer Service, Communication Skills, Cash Handling, Hotel PMS/Computer Skills, Complaint Resolution, Coordination & Teamwork, Professional Grooming.

Work Location: Royalton Hotel, G-254 Liaquat Road, Opposite Liaquat Bagh, Rawalpindi, Pakistan. This is an on-site position requiring physical presence at the hotel.

This role is ideal for individuals passionate about hospitality and eager to contribute to delivering exceptional guest experiences in a professional hotel setting.