Front Desk AM

1 week ago

Mount Juliet, Tennessee, United States Mt. Juliet Hospitality Staybridge Suites Full time
Guest Service Representative – AM & PM Shifts (Full-Time / Part-Time)
Shift Hours:
  • AM Shift: 7:00 AM – 3:00 PM
  • PM Shift: 3:00 PM – 11:00 PM
  • Required Work Hours: 8-hour shifts.
Scope of Responsibilities:

To uphold and maintain the Front Office Department's highest quality standards as established by the Brand and Management Company. You are expected to provide a consistently excellent guest experience, represent our service culture, and ensure operational excellence during your scheduled shift.

ESSENTIAL GUEST SERVICE REPRESENTATIVE TASKS:
  • Reservations & Guest Services:
    • Create and maintain reservations accurately and promptly.
  • Provide a warm, professional welcome to guests during check-in and check-out.
  • Answer phone calls using the designated script, within 3 rings.
  • Accurately relay guest messages and inquiries to the appropriate department.
  • Sales & Promotions:
    • Properly sell guest rooms using up-selling techniques as trained.
  • Promote IHG and Management Company programs, services, and specials.
  • Guest Satisfaction:
    • Display a service-oriented attitude at all times: positive, energetic, empathetic, and professional.
  • Promptly respond to guest needs, concerns, and requests.
  • Work Area Cleanliness:
    • Keep the Front Desk, Lobby, Back Office, Business Center, and Fax Area clean and organized at all times.
  • Routinely inspect guest-facing areas and report maintenance issues.
  • Documentation & Logs:
    • Maintain accurate and up-to-date logs, including:
    • Cash Count Log
    • Lost and Found
    • Maintenance Log

      Meeting Room Contracts
    • Front Desk Communication Log (Quore)
  • Financial Handling:
    • Maintain a balanced Cash Drawer ($300.00 standard).

      Follow proper cash handling, overage/shortage documentation, and safe drop procedures.
  • Notify immediate supervisor of any discrepancies.
  • Security & Privacy Compliance:
    • Follow Management Company and IHG policies regarding guest privacy, credit card handling, and personal data.
  • Must complete IHG certification and pass all required training.
  • Communication & Equipment:
    • Use operational radios correctly for communication with other departments.
  • Ensure radios are charged and stored properly at end of shift.
  • Emergency Procedures:
    • Read and understand Emergency Procedures thoroughly.

      Participate in initial and quarterly emergency training.
  • Be prepared to implement emergency protocols when necessary.
  • Training & Development:
    • Attend a minimum of one training course annually (web-based or classroom via IHG).
  • Complete all brand-required certifications within 90 days of hire.
  • Other Duties:
    • Follow proper clock-in/out procedures.
  • Wear the complete and correct uniform.
  • Maintain professionalism in all guest and coworker interactions.
  • Perform other duties as assigned by management.
EDUCATION REQUIREMENTS:
  • Minimum: High School Diploma or GED
  • Certifications: Completion of brand-required courses within 90 days of hire.
REQUIRED SKILLS & EXPERIENCE:
  • Must be knowledgeable in basic computer programs (Microsoft Word, Excel, email systems).
  • Strong verbal and written communication skills.
  • Ability to handle multiple tasks while maintaining quality and accuracy.
PHYSICAL REQUIREMENTS:
  • Standing: Frequent
  • Walking: Constant
  • Sitting: Occasional
  • Lifting: Occasional (up to 50 lbs)
  • Bending: Frequent

    Mobility: Must have full use of hands and legs

This job description reflects the core responsibilities of AM and PM Guest Service Representatives, with expectations adapted for full-time and part-time roles. Flexibility, professionalism, and a commitment to excellent guest service are essential for success in this position.

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