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 guestservice 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.