Front Office Executive

About the role

As a Guest Relations Executive at SILA, you will serve as the first point of contact for residents, clients, visitors, and employees. The role focuses on delivering a polished, service-oriented front office experience while supporting the smooth running of daily facility operations. You will manage reception activities, assist with administrative work, coordinate with internal teams, and help maintain a professional and welcoming environment that reflects SILA’s service standards.

Reception management

• Greet residents, guests, and clients in a courteous and professional manner and offer guidance or assistance when needed.
• Make periodic rounds in the lobby during busy hours to support smooth operations and personally welcome visitors.
• Keep the reception area clean, orderly, and ready for use, with all required materials in place.
• Answer incoming calls, emails, and general enquiries and route them to the right person or department.
• Maintain a neat appearance and a hospitality-led approach at all times.

Client and guest support

• Handle incoming and outgoing calls, messages, and mail efficiently.
• Use helpdesk software to acknowledge service requests and track them through to timely closure.
• Maintain clear records of interactions, correspondence, and resident feedback so follow-up actions can be completed.
• Manage complaints and urgent issues with ownership, ensuring resolution within the defined turnaround time.
• Communicate promptly and professionally with internal and external stakeholders.

Facility coordination

• Support the Property Manager with day-to-day operational tasks, including event coordination, guest handling, and general maintenance oversight.
• Work with other departments to ensure a smooth customer experience and act on feedback received after service requests or complaints.

Administrative and reporting work

• Help with filing, inventory tracking, and maintenance of reports such as MMR, DMR, complaint trackers, and dashboards.
• Prepare daily call log summaries and monthly MIS reports for management review.
• Maintain and update the shift handover/takeover register to ensure continuity of work and communication.

Emergency and special handling

• Respond quickly in emergency situations and coordinate with the relevant authorities when required.
• Follow lost-and-found procedures carefully and manage such items appropriately.

Qualifications and experience

• Education up to higher secondary level is required; a bachelor’s degree in Hospitality, Business Administration, or a related discipline is an added advantage.
• 2 to 3 years of experience in a front office or customer service role is preferred, especially in facility management or a similar environment.
• Strong communication and interpersonal skills are essential.
• Basic working knowledge of Microsoft Office tools such as Word, Excel, and PowerPoint is needed.
• The role suits someone who can multitask, adapt to a fast-paced setting, and stay customer-focused.
• Readiness to work flexible shifts, including weekends and holidays, is beneficial.

About SILA

SILA is a real estate platform built on an entrepreneurial foundation. Its business spans facility management, contracting solutions, and real estate advisory, along with real estate development and asset management. Over the years, the company has expanded significantly, managing more than 200 million sq. ft. of assets with a workforce of 22,000+ people across India. SILA’s development business is focused on the Mumbai Metropolitan Region and is currently building residential real estate projects. The company also has investor backing across its services and development businesses.

Additional information

This is a walk-in hiring opportunity for the Front Office Executive position based in Mumbai Suburban, India. The compensation mentioned for the role is INR 2,75,000 to INR 5,00,000 per year.