Guest Service Associate (GSA)

Key Responsibilities

• Welcome and greet guests in a warm and professional manner.
• Handle guest check-in and check-out procedures efficiently.
• Manage guest reservations, room allocations, and billing-related queries.
• Respond promptly to guest requests, inquiries, and complaints.
• Provide accurate information about hotel facilities, services, and local attractions.
• Coordinate with Housekeeping, F&B, Maintenance, and other departments to fulfill guest requirements.
• Maintain accurate guest records and ensure proper documentation.
• Handle telephone calls, emails, and other guest communications.
• Process payments and maintain proper billing records as required.
• Resolve guest issues professionally and escalate complex concerns to the supervisor/manager.
• Maintain high standards of hospitality, grooming, and customer service.
• Follow hotel policies, safety procedures, and service standards.
• Support other front-office and guest-service activities as required.