Guest Services Associate

Job Title: Senior Guest Service Associate (Senior GSA)

Department: Front Office

Industry: Hotel / Hospitality

Job Summary

The Senior Guest Service Associate is responsible for delivering excellent guest service, managing front desk operations, assisting with check-in and check-out procedures, handling guest queries, and supporting the Front Office team to ensure smooth hotel operations and a memorable guest experience.

Key Responsibilities

• Welcome guests warmly and professionally upon arrival.
• Handle guest check-in, check-out, room allocation, and registration procedures.
• Manage guest reservations, room availability, and booking-related queries.
• Handle guest complaints and resolve service issues promptly and professionally.
• Coordinate with Housekeeping, F&B, Engineering, and other departments to meet guest requirements.
• Assist the Front Office Manager in daily operations and team coordination.
• Guide and support Guest Service Associates and newly joined team members.
• Maintain accurate guest records, registration cards, and front desk documentation.
• Handle telephone calls, guest requests, wake-up calls, and special arrangements.
• Ensure proper billing procedures, payment collection, and coordination with the Finance Department.