GSA - Front Office

Position Title: Guest Service Associate
Department: Front office
Reporting To: Front Office Supervisor / Front Office Manager
Location: Fragrant Nature Resort Paravur

Job Purpose

Deliver warm, efficient, and accurate front desk services—check-in/out, reservations, guest queries, cashiering—ensuring high guest satisfaction and adherence to brand standards and statutory requirements.

Key Responsibilities

Guest Handling & Service

• Welcome guests, verify identity, complete registration, assign rooms as per preferences.
• Handle check-ins/outs swiftly; coordinate luggage assistance and escorts.
• Address queries, handle complaints tactfully, and escalate when needed.
• Manage VIPs, repeat guests, special occasions; ensure amenities and room blocks.

Reservations & Room Control

• Create/modify/cancel reservations; manage no-shows and late arrivals.
• Coordinate closely with Housekeeping and Engineering on room status and defects.
• Post charges/payments accurately; handle cash/UPI/cards per SOP.
• Issue GST invoices correctly; reconcile folios and maintain shift drops,

Systems & Communication

• Maintain clear handovers and logbooks; manage email and phone etiquette.
• Coordinate with all departments (F&B, Spa, Transport, Security) for guest requests and dispatch.

Compliance & Safety

• Verify KYC as per hotel policy; for foreign nationals ensure Form-C/FRRO entry as applicable.
• Follow data privacy (no card details on paper), key control, lost & found, and emergency procedures.
• Maintain float security, document control, and audit readiness.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹16,000.00 per month

Work Location: In person