Staybridge Suites Southaven

Guest Service Representative

Department: Front Office

Reports To: Front Office Supervisor

GENERAL SUMMARY:

The Guest Service Representative is responsible for
delivering exceptional, warm, and attentive service that reflects the
Staybridge Suites brand culture of creating a welcoming “home away from home.”
This role ensures guests feel comfortable, cared for, and valued through
genuine interactions, timely service, and adherence to all IHG and property
standards.

PRINCIPAL RESPONSIBILITIES:

• Welcome each guest with a friendly, professional, and
sincere greeting that reflects IHG’s True Hospitality mission.

• Efficiently check guests in and out following Staybridge
Suites standards, ensuring accuracy and clarity.

• Communicate hotel amenities, policies, and services in an
informative and guest-focused manner.

• Respond to guest inquiries and requests promptly, ensuring
complete resolution and guest satisfaction.

• Accurately process reservations, modifications, and
cancellations following IHG procedures.

JOB DUTIES:

• Problem Solving – Anticipates guest needs and resolves
issues with empathy, urgency, and professionalism.

• Guest Experience – Upholds Staybridge Suites service
culture by creating a warm, residential-style environment. Manages challenging
situations with care and ensures guests’ comfort.

• Teamwork – Works collaboratively with Housekeeping and
other departments to ensure room readiness and a seamless guest experience.

• Brand Compliance – Follows all IHG brand guidelines,
safety standards, front office procedures, and operational checklists.

• Quality – Demonstrates a commitment to accuracy,
cleanliness, and professionalism in all tasks. Ensures the front desk and lobby
remain neat and inviting.

• Time Management – Prioritizes tasks efficiently, completes
work on time, and maintains awareness of guest flow and operational needs.

• Adaptability – Remains flexible and calm during peak
periods, changes in procedure, or unexpected guest situations.

• Financial Responsibility – Maintains accurate cash
handling, follows IHG financial policies, secures deposits, and completes shift
checklists with precision.

• Safety & Security – Follows all IHG safety standards,
maintains confidentiality, and reports any safety or maintenance concerns
immediately.

• Initiative – Offers assistance proactively and supports
team members as needed.

• Dependability – Demonstrates consistent attendance,
punctuality, and reliability.

QUALIFICATIONS:

• High school diploma or equivalent preferred.

• Previous hotel or customer service experience preferred.

• Strong communication, problem-solving, and guest‑service
skills.

• Ability to learn and follow IHG systems, brand standards,
and procedures.

• Valid driver’s license with an acceptable driving record
(if shuttle driving is required).

PHYSICAL REQUIREMENTS:

• Ability to stand for long periods, walk, lift up to 25 lbs
regularly and 50 lbs occasionally.

• Frequent bending, reaching, and repetitive hand motions.

• Must be able to work a flexible schedule, including
weekends and holidays.

DISCLAIMER:

This job description reflects the general scope and nature
of responsibilities for this position but does not limit or restrict additional
tasks assigned by management in alignment with IHG and property standards.