Job Title: Front Office Guest Service Associate (GSA)

Location: Machan Resorts LLP, Lonavala

Department: Front Office

Reporting To: Front Office Manager / Assistant Front Office Manager

Job Summary:

The Front Office Guest Service Associate is responsible for delivering exceptional service to guests during their stay. This includes handling check-ins and check-outs, assisting with guest queries, managing reservations, and ensuring every guest has a memorable and seamless experience.

Key Responsibilities:

Guest Welcome and Check-In/Out:

• Greet guests warmly upon arrival and departure.
• Handle the check-in and check-out processes efficiently while adhering to resort procedures.
• Verify guest identification and payment details, and allocate rooms appropriately.

Reservation Management:

• Manage room bookings, modifications, and cancellations accurately.
• Ensure that guest preferences and special requests are noted and addressed.

Guest Assistance:

• Provide information about the resort’s facilities, activities, and services.
• Handle guest inquiries and resolve complaints promptly and professionally.
• Assist with luggage handling if required.

Communication and Coordination:

• Act as a liaison between guests and other departments to fulfill guest needs (e.g., housekeeping, F&B, etc.).
• Communicate effectively with team members and supervisors to ensure smooth operations.

Cashiering and Billing:

• Process payments, handle cash, and maintain accurate billing records.
• Ensure that all transactions are recorded correctly in the system.

Compliance and Safety:

• Follow all safety, security, and confidentiality policies.
• Adhere to grooming and professional etiquette standards.

Reports and Logs:

• Maintain accurate records of daily operations, including guest feedback and incident reports.
• Update room status in the property management system regularly.

Skills and Qualifications:

• Education: Diploma/Degree in Hospitality Management or related field preferred.
• Experience: Previous experience in a front office or guest-facing role is an advantage (freshers with a service-oriented mindset are welcome).
• Skills:
• Strong communication and interpersonal skills.
• Proficiency in operating property management systems and basic computer applications.
• Problem-solving and conflict resolution abilities.
• Multitasking and time management skills.
• Languages: Fluency in English; additional languages are a plus.

Physical Requirements:

• Ability to stand for extended periods.
• Ability to work flexible hours, including weekends and holidays.

Benefits:

• Competitive salary package.
• On-duty meals and accommodation (if applicable).
• Training and career development opportunities.
• Employee discounts on resort services.