Guest Service Assistant (GSA)

Job Summary:

The Guest Service Assistant (GSA) serves as the first and main point of contact for hostel guests, ensuring an exceptional guest experience from arrival to departure. This role is key in delivering high-quality service, managing daily front desk operations, and assisting with the smooth running of the hostel’s services. The GSA is expected to be knowledgeable, approachable, and responsive to all guest needs and operational requirements.

Key Responsibilities:

1. Front Desk Operations

• Greet guests warmly and professionally upon arrival and departure.

• Manage check-in and check-out procedures efficiently, ensuring accuracy of guest information and room assignments.

• Prepare and issue room keys, explain hostel policies, and answer questions regarding facilities and services.

• Maintain a clean and presentable reception area at all times.

2. Reservations and Administration

• Manage online and walk-in reservations using the hostel management system.

• Respond to email and phone inquiries about availability, rates, and services.

• Ensure accurate data entry and maintenance of guest records, payment status, and occupancy details.

• Prepare and submit daily reports such as occupancy, arrival/departure list, and revenue summaries.

3. Guest Engagement & Support

• Provide local area information, recommend attractions, arrange transport, and assist with tour bookings.

• Handle guest complaints, feedback, and requests with a solution-oriented mindset.

• Act as a liaison between guests and other departments (housekeeping, maintenance, security).

4. Housekeeping Coordination

• Communicate room turnover needs and special requests to the housekeeping team.

• Conduct room checks and ensure cleanliness and readiness before check-ins.

• Assist with basic room or common area setups when required during busy periods.

5. Safety, Security & Compliance

• Monitor guest behavior and enforce hostel policies, including quiet hours, smoking regulations, and visitor policies.

• Report safety issues or misconduct immediately to management or security personnel.

• Assist during fire drills, first-aid cases, or other emergencies as trained.

6. Sales & Promotion

• Upsell hostel services, amenities, and promotions.

• Collect and record guest feedback to improve services and offerings.

7. Cash & Financial Handling

• Handle cash, credit card, and digital payments accurately.

• Balance cash drawer and submit end-of-shift financial reports.

• Follow hostel SOPs for refunds, deposits, and incidentals.