Guest Experience Associate (Memphis)

Purpose of the Role:

Memphis Vitality Hotel is seeking an experienced Guest Experience Associate who is passionate about delivering exceptional hospitality and leveraging technology to enhance service delivery. The ideal candidate is guest-focused, tech-savvy, and thrives in a fast-paced environment while ensuring seamless communication and service excellence. 

The Guest Experience Associate plays a key role in ensuring a welcoming, efficient, and memorable guest experience before, during, and after each stay. This hands-on role involves direct guest interactions, assisting with digital check-ins, responding to guest inquiries via various platforms, and working closely with the Guest Experience Manager and on-site teams to optimize guest satisfaction. As a Guest Experience Associate, you will handle guest communications, problem resolution, and coordination with other departments to deliver a smooth and personalized stay for every guest. 

**Please note: This role requires flexible availability.

Responsibilities:

Guest Interaction & Service Excellence 

• Be a friendly, welcoming presence and the first point of contact for guests. 

• Assist with check-ins, check-outs, and guest inquiries via phone, email, and digital messaging platforms. 

• Provide recommendations, resolve issues, and ensure guest needs are met in a timely and professional manner. 

• Personalize guest stays by anticipating needs and recognizing special occasions or requests. 

• Support VIP and long-term guests by delivering tailored services to enhance their experience. 

Technology & Operations Support 

• Use Property Management Systems (PMS) and OTA messaging platforms (Booking, Expedia, Airbnb) to manage reservations and guest interactions. 

• Assist guests with digital check-in, mobile key access, and troubleshooting tech-related concerns. 

• Communicate guest needs and requests effectively with housekeeping and maintenance teams to ensure rooms meet high-quality standards. 

• Support the Guest Experience Manager in monitoring guest satisfaction scores and reviews, helping implement improvements based on feedback. 

Collaboration & Teamwork 

• Work closely with the Guest Experience Manager and Virtual Guest Experience Team to ensure a seamless guest journey. 

• Participate in team meetings and contribute ideas for improving service and guest engagement. 

• Assist with on-site or virtual training for new team members as needed. 

Qualifications, Skills, Abilities and Experience:

• Guest-Centric Mindset: Passion for hospitality with a focus on creating memorable guest experiences. 

• Technology Proficiency: Comfortable using PMS, online booking platforms, and guest communication tools. 

• Strong Communication Skills: Ability to effectively engage with guests and team members in a professional and friendly manner. 

• Problem-Solving Ability: Quick thinker with a solution-oriented approach to guest needs and service challenges. 

• Adaptability: Ability to multitask and remain calm in a fast-paced environment. 

• Collaboration: Works well in a team setting and communicates effectively across departments. 

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.  

Ability to speak and hear. Close and distance vision. Excessive walking. Frequently lifts/carries up to 25lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills. Continually works in normal office conditions and in close proximity to others. Additional physical, visual requirements and working conditions may include but are not limited to: 

• Ability to stand for extended periods and walk throughout the property. 

• Occasionally lift and carry up to 25 lbs. 

• Availability for flexible work hours, including nights, weekends, and holidays as needed. 

Minimum Qualifications:

• 3+ years of experience in customer service, guest services, front desk, or hospitality operations. 

• Familiarity with PMS systems, digital check-ins, and OTA platforms, or a willingness and ability to learn. 

• Background in customer service or hotel-related roles.   

*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.  

Schedule / Travel Requirements:

• Able to work in person on-site at location 
• Availability for flexible work hours, including nights, weekends, and holidays.