Guest Service Associate

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 ResponsibilitiesFront 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.