Operational Responsibilities of a Guest Service Agent (GSA) in the Front Office at Hotel Sarina Dhaka

Abstract

This report provides a comprehensive analysis of the operational Responsibilities of a Guest Service Agent (GSA) in the Front Office of Hotel Sarina Dhaka, a leading five-star hotel in Dhaka. The aim of this report is to provide a clear understanding of the key tasks and duties undertaken by a Guest Service Agent (GSA), highlighting the critical role they play in enhancing the overall guest experience and supporting the operational efficiency of the hotel. The internship was conducted over a period of time, where the responsibilities of a Guest Service Agent (GSA) were closely observed and analyzed. The Guest Service Agent (GSA) role at Hotel Sarina Dhaka involves managing guest check-ins and check-outs, handling guest inquiries and complaints, making reservations, and providing information on hotel services and local attractions. Additionally, Guest Service Agent (GSA) are responsible for maintaining a smooth communication flow between guests and other departments, ensuring that guests' needs are met promptly and efficiently. This report provides a comprehensive analysis of the The findings of this report demonstrate that Guest Service Agent (GSA) at Hotel Sarina Dhaka are integral to ensuring the satisfaction and comfort of guests. They are often the first point of contact and play a vital role in creating a positive first impression. The report also highlights some challenges, such as handling high-pressure situations, multitasking, and meeting guest expectations. Recommendations for addressing these challenges include providing additional training on conflict resolution, improving communication protocols, and leveraging technology to streamline processes. In conclusion, the role of a Guest Service Agent (GSA) at Hotel Sarina Dhaka is essential to maintaining high service standards and operational excellence. The insights gained from this report provide valuable recommendations for further enhancing the guest service experience and contributing to the hotel's continued success in the competitive hospitality industry.