Job Opportunity

Guest Experience Associate

The Bright Hospitality Management
2625 Thousand Oaks Blvd
, Tennessee
(901) 425-0434
Salary:$50,000 to $50,000
Contact:Tiana Lavingia
Category: Hospitality & Tourism
Posted:Jun 18, 2024
Updated:Jun 19, 2024

Position Summary

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.

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


  • 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

Experience Requirements

  • Proactive approach to problem solving
  • Able to take a collaborative approach when working with the Management
  • Quality Customer Service in hotel industry experience
  • Basic computer skills

Education Requirements

  • HS Diploma


  • Medical, Dental & Vision
  • 401K
  • Paid time off


For more information, contact Tiana at

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