Senior GSA Housekeeping

Senior Guest Service Associate (GSA) is an experienced, non-supervisory role responsible for managing the high-volume communication and coordination within the Housekeeping Control Desk. This role acts as a mentor to junior desk staff, manages complex requests, and ensures the accurate, real-time status of all rooms, serving as the critical link between the Front Office and Housekeeping operations.

Responsibilities

1. Lead Coordination:

   Act as the

   shift lead for the Control Desk

   (in the absence of a Supervisor), overseeing call management, prioritizing urgent guest requests, and ensuring all tasks are logged and dispatched efficiently.

2. Room Status Integrity:

   Maintain strict control and update accuracy of the

   room status inventory

   (e.g., Clean, Dirty, Inspected, Out-of-Service) in the

   Property Management System (PMS)

   , immediately escalating any discrepancies to the Supervisor/Front Office.

3. Complex Request Handling:

   Handle and follow up on intricate or multi-departmental guest requests (e.g., specialized allergies, large amenity requests, urgent maintenance issues) ensuring timely completion and guest satisfaction.

4. Training & Mentoring:

   Assist the Supervisor in

   training new Desk Attendants

   on proper phone etiquette, PMS system navigation, dispatch procedures, and the management of keys and communication devices.

5. Administrative Support:

   Assist with compiling detailed daily reports, including room attendant productivity sheets, maintenance logs, and final

   Lost & Found documentation

   .

6. Liaison:

   Maintain professional and clear communication with the Engineering team for maintenance follow-up and the Front Office team regarding room readiness and VIP arrivals.