Guest Service Agent (GSA)

JOB RESPONSIBILITIES – GUEST SERVICE AGENT (SPA)

1. Guest Reception & Service

• Welcome and greet guests warmly and professionally upon arrival.

• Assist guests with check-in and provide a comfortable spa experience.

• Handle guest inquiries, requests, feedback, and complaints professionally.

2. Reservation & Appointment Management

• Manage spa reservations, walk-in guests, and appointment schedules.

• Coordinate treatment bookings and therapist availability.

• Confirm appointments and communicate any schedule changes to guests.

3. Spa Treatments & Product Knowledge

• Explain available spa treatments, packages, prices, and durations.

• Recommend suitable treatments based on guest preferences and needs.

• Provide accurate information about spa facilities, promotions, and products.

4. Payment & Cashiering

• Process guest payments, including cash, card, and other accepted methods.

• Prepare bills, receipts, and invoices accurately.

• Maintain daily transaction records and report any discrepancies.

5. Coordination & Operations

• Coordinate with spa therapists to ensure smooth treatment schedules.

• Communicate special guest requests, preferences, and treatment details to the relevant team.

• Ensure treatment rooms and reception areas are ready and presentable.

6. Sales & Upselling

• Promote spa treatments, packages, and retail products to guests.

• Offer additional services when appropriate to enhance the guest experience.

• Support the spa team in achieving sales targets.

7. Administrative Duties

• Maintain accurate guest records, booking logs, and daily reports.

• Handle phone calls, WhatsApp messages, emails, and online reservations.

• Maintain guest confidentiality and follow spa policies and procedures.

8. Cleanliness & Guest Satisfaction

• Maintain a clean, organized, and welcoming reception area.

• Follow spa service standards, hygiene requirements, and operational procedures.

• Follow up on guest feedback to help maintain high service quality and satisfaction.