Guest Services Associate

Location: Mussoorie

Property:  Everest Base Camp, Mussoorie

Location:

George Everest Estate, Mussoorie, Uttarakhand
Department:  Front Office / Guest Relations
Position:  Guest Service Associate (GSA)

Employment Type:

Full-Time | On-Site
About Everest Base Camp Everest Base Camp, Mussoorie is a boutique luxury glamping resort located amidst the deodar forests of George Everest Estate. The property offers premium rooms, cottages and villas along with Park Café, George’s Den and curated outdoor guest experiences.
We are looking for a professional, energetic and guest-focused  Guest Service Associate  who can assist guests throughout their stay while supporting Front Office, Reservations and day-to-day resort operations.

Key Responsibilities
1. Guest Handling  Welcome guests warmly upon arrival and assist with check-in and check-out.
Explain property facilities, meal timings, experiences and important resort information.
Attend to guest requests professionally and ensure timely follow-up.
Maintain regular communication with in-house guests regarding their stay requirements.
Ensure every guest interaction reflects the service standards of the property.
2. Front Office Operations  Handle check-ins, check-outs and guest registration formalities.
Maintain accurate guest records in the PMS.
Prepare arrival and departure information for the operations team.
Coordinate room allocation and readiness with Housekeeping.
Maintain proper shift handovers and pending-task reports.
Assist with billing, payment collection and basic front-office documentation.
3. Guest Relations  Assist guests with restaurant bookings, activities, local sightseeing and transportation.
Coordinate special requests such as birthdays, anniversaries, BBQs, bonfires and other celebrations.
Handle minor guest concerns and escalate sensitive matters to the Property Manager when required.
Follow up with relevant departments until guest requests are completed.
Maintain a polite and positive approach even during difficult situations.
4. Reservations Coordination  Coordinate with the Reservations team regarding arrivals, room preferences, packages and special requests.
Verify booking details before guest arrival.
Inform the team immediately about extensions, early departures or other booking changes.
Assist with direct guest enquiries when required.
Ensure no communication gaps exist between Reservations and on-property Operations.
5. Housekeeping & Room Coordination  Monitor room readiness for arriving guests.
Coordinate with Housekeeping for cleaning, amenities and extra-bed requirements.
Report room-related complaints to the appropriate team and follow up until closure.
Conduct basic room inspections when required.
6. F&B Coordination  Inform guests about Park Café, George’s Den, meal timings and available dining experiences.
Coordinate meal requests, restaurant bookings and special dining arrangements.
Communicate guest dietary preferences or special requirements to the F&B team.
Assist with smooth coordination during group meals, celebrations and events.
7. Telephone & Whats App Communication  Attend guest calls and messages professionally.
Respond to basic guest enquiries regarding property services, timings and experiences.
Maintain professional communication standards across phone, Whats App and email.
Escalate reservation or operational queries to the relevant department when necessary.
8. Payments & Billing  Assist with collection of guest payments as per property policy.
Ensure bills and payment records are accurately maintained.
Coordinate with Accounts for payment-related clarifications when needed.
Avoid unauthorized discounts or commitments without management approval.
9. Property Knowledge The GSA should have complete working knowledge of:
Room categories and basic features
Check-…