Guest Service Associate

Job highlights

• Annual Bonus, PF, Health Insurance, ESI (ESIC), Food/MealsJob DescriptionPosition: Guest Service Associate (GSA) – Front OfficeDepartment: Front OfficeReports To: Front Office ManagerLocation: Madhubhan Resort & Spa, AnandJob PurposeTo provide warm, efficient and professional front desk services to guests, ensuring smooth check-in and check-out, accurate cashiering, effective handling of guest requests and an excellent overall guest experience in accordance with the Resort’s service standards.Key ResponsibilitiesFront Desk & Guest HandlingWelcome and greet guests in a warm, courteous and professional manner.Handle guest registration and complete check-in formalities accurately and efficiently.Verify reservations, guest details, room allocation, identification documents and payment arrangements.Provide guests with relevant information about rooms, Resort facilities, restaurants, services and activities.Attend to guest requests, queries and concerns promptly and coordinate with concerned

Position: Guest Service Associate (GSA) – Front Office Department: Front Office Reports To: Front Office Manager Location: Madhubhan Resort & Spa, Anand Job PurposeTo provide warm, efficient and professional front desk services to guests, ensuring smooth check-in and check-out, accurate cashiering, effective handling of guest requests and an excellent overall guest experience in accordance with the Resort’s service standards. Key Responsibilities Front Desk & Guest Handling Welcome and greet guests in a warm, courteous and professional manner. Handle guest registration and complete check-in formalities accurately and efficiently. Verify reservations, guest details, room allocation, identification documents and payment arrangements. Provide guests with relevant information about rooms, Resort facilities, restaurants, services and activities. Attend to guest requests, queries and concerns promptly and coordinate with concerned departments for resolution. Maintain professional communication and positive guest relations throughout the guest stay. Check-in & Check-out Ensure smooth and timely check-in and check-out of guests. Verify guest folios and ensure all applicable charges are correctly posted before check-out. Explain bills and charges clearly to guests whenever required. Coordinate with Housekeeping, Reservations, Bell Desk and other departments regarding room status, arrivals and departures. Handle room changes, extensions and other front desk requirements as per established procedures. Cashiering Handle cash, credit/debit card, UPI and other approved payment transactions accurately. Maintain proper records of all receipts, payments, deposits and refunds. Ensure correct posting of room charges and other guest transactions in the Property Management System (PMS). Maintain and reconcile the cashier float at the beginning and end of the shift. Complete shift closing and handover procedures accurately. Follow Resort policies relating to credit limits, billing, discounts and financial controls. Operational Responsibilities Maintain accurate guest profiles and records in the PMS. Review expected arrivals, departures, VIPs and special requests for the shift. Coordinate closely with other operational departments to ensure seamless guest service. Maintain confidentiality and security of guest information. Follow Resort SOPs relating to guest privacy, safety, security and data protection. Report guest complaints, unusual incidents, billing discrepancies or operational concerns to the supervisor promptly. Maintain proper shift handover and communicate all pending matters to the next shift. Support upselling of rooms, packages and Resort services wherever appropriate. Key CompetenciesExcellent guest handling and interpersonal skills Good verbal and written communication Pleasant personality with professional grooming Customer-service orientation Basic knowledge of front office operations and hotel PMS Numerical accuracy and cashiering skills Ability to handle guest complaints calmly and professionally Ability to work effectively in a team and coordinate across departments Willingness to work in rotational shifts, weekends and holidays Key Performance Indicators (KPIs)Guest satisfaction and service quality Accuracy and efficiency of check-in/check-out Cashiering and billing accuracy Guest request/complaint handling Adherence to Front Office SOPs PMS and guest data accuracy Grooming, punctuality and attendance Coordination and teamwork with other departments The incumbent shall also perform any other duties and responsibilities assigned by the Front Office Manager/Management from time to time in the interest of smooth Resort operations.