Front Desk Officer

Job Description

Company Description

Sulimha Durbar is a heritage boutique hotel and living museum located in the historic Sulimha Square in Pimbahal, Patan. The hotel, housed in a beautifully restored 13th-century Newari architectural structure. Dedicated to preserving and reviving Newari heritage, Sulimha Durbar offers an immersive cultural and historical experience. Guests can enjoy the charm and traditions of a bygone era, thoughtfully preserved in this unique establishment.

Role Description

This is a full-time on-site role for a Front Desk Officer, located in the Lalitpur District. The Front Desk Officer will oversee receptionist duties, greet and assist guests with professionalism, manage customer service inquiries to ensure a positive guest experience, and basic digital marketing duties. Responsibilities include managing office administration tasks, handling office equipment, and ensuring smooth front desk operations.

Qualifications

• Strong Interpersonal Skills and the ability to foster positive interactions with guests and team members
• Experience with Receptionist Duties and Customer Service, including greeting visitors, managing inquiries, providing assistance, check-in, and check-out.
• Proficiency in using and maintaining Office Equipment such as telephones, computers, and booking systems
• Knowledge of Office Administration practices, including scheduling, record-keeping, and compliance with administrative policies
• Excellent verbal and written communication skills in English
• Attention to detail, problem-solving skills, and the ability to work in a heritage-focused environment
• A background in hospitality, management, or a related field is preferred
• Prior experience working in a boutique hotel or heritage site is an advantage

Responsibilities:

Guest Reception & Experience Management

• Warmly welcome guests and provide culturally informed introductions to the property and its heritage significance.
• Manage check-in and check-out procedures efficiently, ensuring accuracy in documentation and billing.
• Handle guest inquiries, special requests, and complaints professionally, ensuring high guest satisfaction.
• Provide information about Patan, Sulimha Square, heritage sites, restaurants, and transportation.
• Coordinate airport transfers and assist with travel arrangements when required.

Reservation & Booking Management

• Manage reservations through booking platforms, email, phone, and walk-ins.
• Verify booking details, payment methods, and reservation policies.
• Monitor room availability and update booking systems in real time.
• Identify and report suspicious or fake bookings.
• Ensure compliance with cancellation and pre-authorization policies.

Administrative & Office Operations

• Maintain accurate guest records and documentation in accordance with local regulations.
• Prepare daily arrival and departure reports.
• Handle cash, POS transactions, online payments, and maintain financial accuracy.
• Maintain organized filing systems for guest data and operational records.
• Coordinate with housekeeping to ensure room readiness and status updates.

Heritage & Cultural Representation

• Communicate the history and cultural significance of the 13th-century Newari structure to guests.
• Ensure preservation-sensitive practices are followed in daily operations.
• Encourage respectful guest behavior aligned with heritage conservation standards.
• Act as a cultural ambassador of the property.

Customer Service & Communication

• Respond promptly to emails, social media inquiries, and online booking platform messages.
• Maintain a professional tone in all written and verbal communication.
• Manage guest feedback and online reviews with timely and thoughtful responses.
• Coordinate with internal departments to resolve operational issues quickly.

Digital Marketing (Basic)

• Assist in capturing photos and short videos of rooms, architecture, and guest experiences.
• Support content posting on social media platforms such as Instagram, Facebook, and TikTok.
• Monitor engagement and notify management of customer trends or inquiries.

Operational Coordinator

• Liaise with housekeeping and maintenance to ensure operational efficiency.
• Monitor lobby cleanliness and presentation standards.
• Ensure front desk equipment such as computers, printers, and telephones function properly.
• Support inventory tracking of front office supplies.

Compliance & Safety

• Ensure guest identification and passport verification procedures are properly followed.
• Maintain confidentiality of guest information.
• Follow safety protocols and emergency response procedures.
• Adhere to company policies and heritage preservation guidelines.

Send your CV/Resume in [email protected] or HERE.