GSA (Front Office)

Key Responsibilities

Guest Services: Greet guests warmly, handle check-ins and check-outs, assign rooms, andissue keys.

Communication: Answerincoming phone calls, respond to emails, and direct inquiries to the correctstaff.

Reservations & Billing: Confirm or modify bookings, process cash and cardpayments, and manage guest folios.

Problem Solving: Listen to guest complaints or special requests and resolve them quicklyand professionally.

Coordination: Updateroom status with housekeeping and communicate VIP requirements or specialarrangements

Skills Required

Core Soft Skills

Communication: Clearverbal and written skills with a polite and welcoming phone and in-personetiquette.

Interpersonal Skills: High emotional intelligence, empathy, and acustomer-first attitude.

Problem-Solving: Ability to stay calm under pressure and handle conflicts or complaintseffectively.

Multitasking: Managingphone lines, walk-in guests, and administrative tasks simultaneously

Technical & Administrative Skills

Software Proficiency: Familiarity with Hotel Property Management Systems(PMS) like Opera or Cloudbeds, plus basic Microsoft Office.

Cash Handling: Accuracyin processing transactions, billing, and currency exchanges.

Attention to Detail: Maintaining accurate records, guest preferences, and strictconfidentiality regarding guest privacy

Qualifications

Highschool diploma or equivalent; a degree or diploma in hospitality management isoften preferred.

Fluencyin local languages and English; additional foreign languages are a strong plus.

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