Guest Service Associate

Job Description: Guest Service Associate

Position Title: Guest Service Associate (GSA)

Department: Guest Services.

Reports To: Guest Services Manager or Shift Supervisor

Location: Gaya

Role Overview:

The Guest Service Associate is responsible for delivering exceptional customer service to guests, ensuring their experience is pleasant and memorable. This role involves assisting guests with inquiries, resolving issues, handling reservations, and collaborating with other departments to meet guest needs.

Key Responsibilities:

Guest Engagement:

1. Greet guests warmly upon arrival and assist with check-ins and check-outs.

2. Address guest inquiries, requests, and complaints promptly and professionally.

3. Provide accurate information about facilities, services, and local attractions.

Reservation and Front Desk Operations:

4. Manage bookings, cancellations, and modifications using the reservation system.

5. Handle financial transactions, including payments and refunds, ensuring accuracy.

6. Maintain proper documentation and guest records.

Problem Resolution:

7. Resolve guest complaints or escalate them to the appropriate manager when necessary.

8. Handle unexpected situations calmly and efficiently, ensuring guest satisfaction.

Coordination and Communication:

9. Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests.

10. Communicate guest preferences and feedback to relevant teams for continuous improvement.

Upselling and Promotion:

11. Promote property services, amenities, and special packages to enhance guest experiences.

12. Upsell room upgrades and additional services to maximize revenue.

General Duties:

13. Ensure the front desk and guest areas are clean, organized, and welcoming.

14. Adhere to company policies, safety procedures, and confidentiality standards.

Required Skills and Qualifications:

1. Education:

• High school diploma or equivalent (mandatory).
• Diploma or degree in Hospitality Management or related field (preferred).

2. Experience:

• Previous customer service experience in hospitality or a related field (preferred).
• Entry-level candidates with strong interpersonal skills are also considered.

3. Skills:

• Excellent verbal and written communication.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using reservation software, Point of Sale (POS) systems, and MS Office.
• Multitasking and time management skills.

4. Attributes:

• Friendly, professional, and approachable demeanor.
• Ability to work flexible shifts, including weekends and holidays.
• Cultural sensitivity and an ability to work with diverse guests.

Compensation and Benefits:

• Competitive salary based on experience.
• Benefits such as health insurance, paid time off, and employee discounts.
• Training and development opportunities for career growth.