Guest Service Agent (GSA)

- Male or Female Thai Nationality
- Age 20-45 years old.
- Good command of spoken & written English.
- At least 1-3 year experience in position.
- Good attitude and positive person, Service minded
- Computer skills, Leadership
-Good team work and be able to work under pressure

Responsibilities of a Guest Service Agent.
A Guest Service Agent is a manager responsible for overseeing, supporting, and coordinating the work of staff at the reception desk and in the front office area of the hotel. Their primary goal is to ensure a high level of customer service, promptly resolve any arising issues, and facilitate effective interaction between all hotel departments.

1. Operational Management
? Ensuring the smooth operation of the front office, including guest check-in, stay, and check-out procedures.
? Monitoring the quality of work performed by receptionists, concierges, and other front office staff.
? Enforcing compliance with hotel service standards.
? Organizing effective communication with other departments (housekeeping, reservations, restaurant, etc.).
? Monitoring hotel occupancy and ensuring that rooms are prepared on time for arriving guests.

2. Guest Relations
? Providing a personalized approach to each guest, resolving any issues and handling conflicts.
? Supervising VIP guest services to ensure a superior level of hospitality.
? Managing guest complaints, feedback, and suggestions to improve overall satisfaction.
? Responding promptly to non-standard situations (emergencies, overbooking, technical failures, etc.).

3. Staff Management
? Enforcing discipline, dress code, and professional behavior among employees.
? Training new reception staff, conducting briefings, and organizing service standard workshops.
? Preparing staff work schedules and ensuring proper shift coverage.
? Motivating and improving the qualifications of front office employees.
? Resolving internal conflicts within the team.

4. Financial Control and Reporting
? Supervising cash transactions and ensuring accurate payment processing.
? Handling refund procedures.
? Monitoring payment systems, credit card transactions, and cash handling.


5. Reservation and Data Management
? Ensuring accurate data entry into the hotel management system (PMS).
? Verifying that all required documents for guest accommodation are properly collected.
? Managing online booking systems (OTA: Booking.com, Expedia, Agoda, etc.).
? Overseeing reservations and minimizing the risk of overbooking.

6. Compliance with Standards and Regulations
? Ensuring adherence to safety, fire, and sanitary regulations.
? Monitoring compliance with guest data confidentiality policies.
? Organizing work in accordance with legal requirements.

7. Service Improvement and Optimization
? Analyze guest reviews and implement measures to enhance service quality.

A Front Office Supervisor plays a key role in maintaining high service standards and ensuring the smooth operation of the front office, creating a comfortable and professional environment for both guests and employees.

BENEFITS:
1.Service Charge
2. Extra Bonus (commission) from direct sales of FO.
3. Extra days off to annual leave for working on public holidays.
4. Double Pay for Overtime.
5. Year Bonus 100% of Wage.
6. Staff Uniform.
7. 8 days off per month
8. Public Holidays 17 days.
9. Annual leave 6 days per year, Extra Business Day-off 6 days per year.
10. Group life insurance.
11. Social Security on Employer expense