Front Desk Receptionist

Location: Bengaluru

Job role:

Front desk manager / executive / associate (FDM / FDE / FDA)
Department:  Hotel operations

Location:

South India (Goa, Karnataka, Kerala, Tamil Nadu)

Experience:

1 to 5 years

About The Hosteller

The Hosteller is India's largest self-operated backpacker hostel chain, with 70+ properties across North and South India. We are a people-first brand built around travel, community and shared experiences. We create spaces where travellers from across the world connect, stories are exchanged, and memories are made. At The Hosteller you'll be part of a fast-growing, entrepreneurial environment where ownership is encouraged and growth is real.

Role overview

The front desk is where The Hosteller either happens or doesn't. Every guest's first impression, every problem, every recovery, and every review comes through this desk.

This role runs the guest lifecycle end to end at a 35 to 50 key property: pre-arrival, check-in, in-stay, checkout, and review. It is not a reception job. Alongside the desk, the role carries visibility and accountability across housekeeping readiness, F&B and concierge fulfilment, repairs and maintenance, safety and security, cash and inventory integrity, and the property team itself. Everything runs on documented SOPs and the GO dashboard, so the job is as much about discipline and accurate record-keeping as it is about hospitality.

How the three levels differ?

The role is the same. The scope of judgement is not, and you'll be placed at the level you're ready for.

Associate (FDA), 0 to 1 year.  Executes the guest lifecycle under supervision. Handles standard check-ins, checkouts and requests. Refers exceptions up. Reports to the FDE or FDM.
Executive (FDE), 1 to 3 years.  Runs shifts independently and owns exceptions: complaints, refunds, room changes, upgrades. Decides within SOP limits and guides associates on shift. Reports to the FDM or AGM.
Manager (FDM), 3 to 5 years.  Owns the property's front office outcome. Handles escalations, blacklisting and legally sensitive cases. Rosters, trains and appraises the team. Decides, and defends the decision upward. Reports to the GM or AGM, dotted to the Area Manager.

Key responsibilities

Own the guest lifecycle, all five stages  (run pre-arrival, check-in, in-stay, checkout and review)
Read the guest correctly and adapt the first move accordingly, whether that's a solo female traveller, a corporate group, a long-stay workation guest or a first-time backpacker. Never let the desk go unattended during peak arrival and departure windows.
Compliance, safety and security at the desk  Complete every compliance check without exception: valid government , verified phone number, and C-form filing for foreign nationals. Enforce property policy on underage bookings, parental consent, alcohol, drugs and substances, visitor hours and prohibited items. Log every incident the same day it occurs, with evidence.
Requests, complaints and service recovery  (receive, log and close guest requests across housekeeping, maintenance and other categories within their defined turnaround times)
Rooms and housekeeping readiness  (hold the property to its cleanliness and readiness standard, and inspect rather than assume. Coordinate room readiness against the day's arrivals, and block or unblock inventory for maintenance with accurate reasons. Escalate repeat maintenance failures rather than logging the same issue every week. Ensure linen, amenities and consumables are stocked before they run out.)
F&B, concierge and ancillary revenue  (drive and fulfil F&B orders, mobility, local experiences and other concierge bookings accurately and on time)
Cash, inventory and data integrity  (handle cash, digital collections, deposits and hostel essential charges with full accountability and daily reconciliation. Process upgrades, room changes, extensions, early check-ins and late checkouts strictly through the approval route. Mark no-shows, cancellations and checkouts accurately and on time. Support the night audit. Understand that inaccurate entries cost the company more than most guest complaints do.)
Team, roster and development  (build and run the front office roster with adequate coverage, mandated rest gaps and fair distribution. Onboard new joiners, act as buddy where assigned, and run the induction to plan. Train the team on SOPs continuously rather than once. Coach on the floor, in the moment. Address performance and conduct issues early, and document them properly. Applies fully at FDM level, and progressively at FDE level.)
Property, vendors and local liaison  (maintain a cordial, professional relationship with local police, fire, health and municipal authorities, and keep statutory documentation current and accessible. Manage local vendors on quality, timeliness and cost. Coordinate with HO teams on reservations, revenue, transformation, HR and finance, and raise requests through the correct escalation route with the right supporting detail.)

What you'll be measured on

Guest rating and review…