Guest Service Associate - Student Hostel in Sonīpat, भारत

We are looking for a service-oriented and proactive Guest Service Associate for a university campus in Sonipat. The ideal candidate will be responsible for managing student queries, handling hostel front-desk operations, resolving complaints within defined timelines, and ensuring a safe, comfortable, and welcoming living environment for students.

Key Responsibilities

1. Student Relations & Front Desk Operations

• Act as the primary point of contact for students residing in the hostel.

• Address day-to-day queries related to hostel facilities, rules, services, and local information.

• Provide timely assistance and maintain professional, courteous communication with students.

• Ensure a positive student experience through effective coordination and problem-solving.

2. Check-in, Check-out & Inventory Management

• Manage student check-in and check-out procedures, particularly during semester breaks and peak transition periods.

• Maintain accurate records of room keys, master keys, and key handovers.

• Manage the hostel luggage storage facility, including proper tagging, record-keeping, and secure storage of student belongings.

• Ensure all room transitions and related formalities are completed smoothly and systematically.

3. Complaint Management & SLA Monitoring

• Manage the hostel's digital complaint and request management application.

• Register, track, and monitor student complaints and service requests.

• Ensure complaints are resolved within defined Service Level Agreements (SLAs).

• Coordinate with maintenance, housekeeping, and security teams to ensure timely resolution of pending issues.

• Maintain complaint records, monitor resolution timelines, and prepare reports on recurring issues.

4. Issue Resolution & Interdepartmental Coordination

• Handle student grievances and everyday conflicts with patience, empathy, and professionalism.

• Coordinate with internal teams to resolve room-related, maintenance, housekeeping, and utility issues.

• Follow up on delayed requests and ensure proper closure of complaints.

• Immediately escalate critical complaints, safety concerns, emergencies, or unresolved matters to the Hostel Warden or management.

5. Documentation & Reporting

• Maintain accurate records of student requests, complaints, key movements, luggage storage, and check-in/check-out activities.

• Use MS Excel, Word, and digital applications to update operational data.

• Support the Operations Manager with daily reports and hostel service updates.

• Ensure proper documentation and adherence to hostel procedures and service standards.

Required Skills & Qualifications

• Experience: 1–3 years of experience in hospitality, front desk operations, guest relations, customer service, or student accommodation.

• Education: High school diploma required; graduation or a diploma/degree in Hospitality Management will be an added advantage.

• Technical Skills: Basic knowledge of MS Excel, MS Word, mobile applications, and digital complaint/ticketing systems.

• Communication: Good verbal and written communication skills; proficiency in English is preferred.

• Customer Service: Strong interpersonal skills, active listening, and a student-focused service approach.

• Problem-Solving: Ability to handle complaints, coordinate with multiple departments, and ensure timely resolution.

• Personal Attributes: Patient, empathetic, organized, responsible, and capable of working under pressure during peak check-in/check-out periods.

Ideal Candidate Profile

Candidates with experience in hotel front office operations, guest relations, residential facilities, hostel administration, or customer support will be suitable for this role. Applicants should be comfortable interacting with students, managing digital service requests, maintaining records, and coordinating with operational teams.