Guest Service Associate (GSA)

Job Purpose

The Guest Service Associate – F&B Service is responsible for delivering exceptional dining experiences by providing courteous, efficient, and professional food and beverage service in line with the standards of a 5-star business-class hotel. The role focuses on guest satisfaction, service excellence, and operational efficiency.

Key Responsibilities

Guest Service & Operations

• Greet and welcome guests warmly, ensuring a positive first impression.
• Take food and beverage orders accurately and serve them promptly as per hotel standards.
• Ensure thorough knowledge of menus, promotions, and daily specials.
• Handle guest queries, preferences, and special requests professionally.
• Anticipate guest needs and provide personalized service.

Service Standards & Quality

• Maintain 5-star service etiquette, grooming, and hygiene standards at all times.
• Set up and clear tables according to outlet SOPs.
• Ensure correct service sequence and presentation standards.
• Follow all food safety, hygiene, and sanitation guidelines (HACCP).

Coordination & Teamwork

• Coordinate effectively with kitchen, bar, and stewarding teams.
• Assist colleagues during peak service hours to ensure smooth operations.
• Communicate guest feedback to supervisors for service improvement.

Billing & Cash Handling

• Prepare bills accurately and process payments as per hotel procedures.
• Ensure compliance with billing, cash handling, and POS system protocols.

Compliance & Safety

• Adhere to hotel policies, fire safety norms, and statutory regulations.
• Ensure cleanliness and proper handling of equipment and service areas.

Qualifications & Experience

• Hotel Management / Catering certification preferred.
• Minimum 1–2 years of experience in F&B Service in a star hotel or reputed restaurant.
• Freshers with relevant hotel management training may also be considered.

Skills & Competencies

• Excellent communication skills in English (knowledge of Malayalam is an advantage).
• Strong customer service orientation.
• Ability to work in shifts, weekends, and holidays.
• Team player with a positive and professional attitude.
• Good interpersonal and problem-solving skills.

Key Performance Indicators (KPIs)

• Guest satisfaction and feedback scores
• Adherence to service standards and SOPs
• Order accuracy and service efficiency
• Teamwork and punctuality

Job Types: Full-time, Permanent

Pay: ₹180,000.00 - ₹216,000.00 per year

Benefits:

• Flexible schedule
• Food provided
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person