Job Title: Guest Service Associate (GSA) – Front Office
Department: Front Office
Reports To: Front Office Supervisor / Front Office Manager
Job Summary
A Guest Service Associate in the Front Office is responsible for creating a positive first impression for guests by providing professional reception, check-in, check-out, and guest assistance services. The role ensures excellent customer service and smooth front desk operations.
Key Responsibilities
- Welcome guests warmly and assist with check-in and check-out procedures.
- Verify guest reservations, identification, and payment details.
- Handle room allocations and issue room keys/cards.
- Answer telephone calls, emails, and guest inquiries professionally.
- Provide information about hotel facilities, services, local attractions, and transportation.
- Address guest requests, complaints, and special requirements promptly.
- Coordinate with housekeeping, reservations, maintenance, and other departments.
- Process billing, payments, refunds, and maintain accurate records.
- Maintain guest profiles and update information in the Property Management System (PMS).
- Ensure lobby and front desk areas are clean, organized, and presentable.
- Follow hotel policies, security procedures, and service standards.
- Assist in upselling rooms, hotel services, and promotional packages.
Required Skills & Qualifications
- Bachelor's degree, diploma, or certification in Hospitality Management (preferred).
- Good communication skills in English and local language(s).
- Strong customer service and interpersonal skills.
- Basic computer knowledge and familiarity with MS Office.
- Knowledge of hotel PMS software (e.g., Opera PMS) is an advantage.
- Ability to work in shifts, including weekends and holidays.
- Professional appearance and positive attitude.
Key Competencies
- Guest relations and customer service
- Problem-solving ability
- Multitasking and time management
- Attention to detail
- Teamwork and coordination
- Handling difficult situations calmly
Typical KPI/Performance Measures
- Guest satisfaction scores
- Check-in/check-out efficiency
- Accuracy of billing and records
- Complaint resolution time
- Upselling revenue contribution
Salary Range (India)
For entry-level GSA Front Office roles, salaries typically range from ₹15,000–₹20,000 per month, depending on the hotel brand, city, and experience.
Pay: ₹8,086.00 - ₹24,316.24 per month
Work Location: In person
