Guest Service Representative

Vista Host Hotels Management & Development; Southaven (MS); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Competitive hourly pay

Paid time off (vacation/sick/holiday)

Health/Vision/Dental Insurance

Life/STD Insurance

401k

Employee Discounts

Employee Assistance Program (EAP)

Opportunities for growth

Job summary

Vista Host Hotels Management & Development is seeking a Guest Service Representative for the Avid Hotel Memphis Southaven. You will manage front desk operations, register guests, process payments, and answer inquiries to ensure a seamless guest experience.

The role requires an outgoing, guest-focused attitude, with strong communication skills and the ability to work in a fast-paced environment. Competitive hourly pay and growth opportunities are offered.

Qualifications

• Requires excellent English communication skills, both written and spoken.
• Strong customer-service orientation with a friendly, outgoing personality.
• Ability to multitask in a fast-paced front-desk environment.
• Takes ownership of guest experiences and resolves issues.

Responsibilities

• Greet guests, check-in/check-out, and issue room keys.
• Provide information on hotel services, local dining, and attractions.
• Answer phones and route calls according to procedures.
• Process payments and maintain front desk logs.
• Upsell hotel services and amenities where appropriate.
• Maintain lobby cleanliness and organization.
• Collaborate with housekeeping and other departments as needed.

Skills

Customer service

Communication

Guest interaction

Job description

POSITION TITLE: Guest Service Representative

REPORTS TO: Guest Service Manager / Assistant General Manager / General Manager

About Avid Hotel Memphis Southaven

The Avid Hotel Memphis Southaven, managed by Vista Host Management & Development Company, is known for its modern and welcoming environment. We offer 100+ rooms designed with a commitment to simplicity, comfort, and quality. Our hotel is conveniently located just minutes from Memphis International Airport and the vibrant Southaven Towne Center, making it an ideal choice for business and leisure travelers alike. As a top-rated property on TripAdvisor, our dedication to guest satisfaction is unwavering, creating a positive experience that keeps guests coming back.

Position Summary

The Guest Service Representative is responsible for all guest interactions at the front desk, including registration, departure processing, and communication of hotel services. This role requires a high level of customer focus, providing an opportunity for an engaging and outgoing personality to create positive guest experiences. Duties also include processing payments and responding to guest inquiries, while following all procedures set by management.

WHO IS THIS POSITION FOR?

The Guest Service Representative role is best suited for someone who:

• Enjoys engaging with guests and has a friendly, outgoing personality.
• Has strong communication skills and a passion for delivering excellent customer service.
• Is adaptable, able to handle multiple tasks, and can maintain a positive attitude in a fast-paced environment.
• Takes ownership of guest experiences, ensuring they are pleasant and accommodating.

WHY JOIN OUR TEAM?

• Competitive hourly pay with opportunities for performance-based incentives.
• Vacation / Sick / Bereavement / Holiday Pay.
• Health/Vision/Dental Insurance.
• Life / STD Insurance.
• 401k.
• Employee Discounts (Brand Hotels & Company Hotels).
• Free, Third-Party Employee Assistance Program (personal and professional).
• Opportunities for growth within Vista Host’s expanding portfolio.

Duties And Responsibilities

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and enjoyable as possible while achieving team and brand goals.
• Perform quality assurance (QA) requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and relevant ordinances regarding personnel, security, cash handling, guest relations, and safety.
• Remain highly visible and readily available for guests, taking initiative to offer assistance or answer questions.
• Adhere to hotel credit policies, including credit card authorization, direct bill accounts, cash payments, and incidental deposits.
• Manage guest complaints, taking ownership to resolve issues and ensure superior guest satisfaction.
• Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in a friendly and efficient manner.
• Provide information about the hotel, amenities, local dining, attractions, and travel directions.
• Accurately check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via telephone, computer, and written communication.
• Answer and route internal and external phone calls in a friendly manner, following prescribed procedures.
• Update the shift-to-shift log regularly to ensure clear communication between shifts.
• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front desk area.
• Assist other departments as needed and perform other related duties as assigned.

Position Requirements

• Must be able to communicate effectively in English, both written and verbally.
• Must be able to stand for extended periods.
• Must be able to lift up to 20 lbs.
• Ability to work independently and manage tasks without supervision.

The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person’s experience to result in their heartfelt desire to return.