Purpose of the Role:
The Bright Hospitality Management is looking for an experienced, organized, and confident Guest Experience Associate to join our Memphis, TN team with energy and enthusiasm. The Guest Experience Associate will be responsible for all aspects of guest interaction including before, during, and after a guest’s stay. Responsibilities will include overall guest satisfaction and liaising with the appropriate department to meet the guest's needs (Front Office, F&B Service, Housekeeping, Maintenance, IT).
The selected individual strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed and assists with meeting or exceeding property goal.
Duties and Responsibilities:
- Provides excellent customer service by being readily available/approachable for all guests.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Responds to all requests, questions, complaints, and feedback in a timely manner.
- Ensures all team members meet or exceed all hospitality requirements.
- Maintains excellent service scores for all survey systems and helps delivering great service at all times. Follows up on any feedback as needed for further guest service improvement.
- Performs customer service functions, including interacting with customers and answering questions
- Communicates with guests through Property Management System (PMS), voice, text, OTAs (Booking, Expedia, Airbnb, etc.) and other Channel Manager messaging systems.
- Is an Ambassador for the brand and ensures communication and all messages are clear, concise, and adhere to brand standards.
- Respond to guest reviews on all platforms (Booking, Expedia, Google, Trip Advisor).
- Responsible for validating online check-in documents, sending digital room keys, and checking guests in and out on the PMS.
- Direct guest requests to the appropriate department when necessary.
- Assist guests with the online check-in process, digital key functions, and any app or website-related questions, reporting any issues to Operations and IT.
- Help ensure the brand maintains consistency across platforms.
- Identify VIP and return guests and help to develop standard perks and rewards.
Skills, Abilities, and Experience:
- Proactive approach to problem solving
- Able to take a collaborative approach when working with the Management
- Quality Customer Service in hotel industry experience
Physical Requirements:
The physical demands described are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.
Physical, visual requirements and working conditions may include but are not limited to:
- Ability to work day shift with occasional night shift availability
- Stand for long periods of time
- Walk extended distances
- Lift, push, pull, carry 25lbs.
- May come in contact with fumes or airborne particles
- May be exposed to toxic or caustic chemicals
Minimum Requirements:
- HS Diploma
- 2 years hotel guest services experience
- Basic computer skills
*Please note, due to the requirements of this position, responses may automatically disqualify you from moving forward in the application process. Please review minimum qualifications thoroughly before applying.
Behavioral Competencies:
- Attention to Detail
- Independent Self-Starter
- Highly Organized
- Problem Solver
- Excellent Communicator
- Ability to Prioritize
- Team Work & Collaboration
- Multi-Tasker with Strong Sense of Urgency
The Perks:
- Full Vision, Dental and Medical Insurance
- 401K Program with Matching
- Paid Time Off
Job Type: Full-time
Pay: $50,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
Application Question(s):
- What is your desired salary expectation?
Experience:
- Hotel: 2 years (Required)
- Front desk: 2 years (Required)
- Hospitality: 2 years (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Ability to Relocate:
- Memphis, TN 38118: Relocate before starting work (Required)
Work Location: In person