Guest Service Representative

Job Title: Front Desk Agent / Night Auditor

Property: Holiday Inn & Suites Memphis Wolfchase Galleria
Department: Front Office
Reports To: Front Office Manager / General Manager

Position Summary

The Front Desk Agent / Night Auditor at Holiday Inn & Suites Memphis Wolfchase Galleria is responsible for delivering exceptional, brand-aligned guest experiences while executing efficient front desk and overnight audit operations.

This role is a key driver of guest satisfaction, revenue growth, and operational excellence, supporting the AARO NORTH Culture pillars:

• Make More Money
• Spend Less Money
• Exceed Guest Expectations

You are not just checking guests in—you are setting the tone for their entire stay and maximizing every interaction.

Key ResponsibilitiesGuest Experience Excellence

• Deliver a warm, confident, and professional greeting to every guest
• Execute a flawless IHG check-in/check-out experience
• Recognize and acknowledge IHG One Rewards members with tier-specific benefits
• Personalize each interaction to elevate the guest experience
• Resolve guest concerns using solution-based service recovery (no dead ends)
• Maintain strong knowledge of: Hotel amenities, Local Wolfchase / Memphis attractions, Twenty-Seven 51® restaurant offerings

Front Desk Operations

• Process reservations, walk-ins, check-ins, and check-outs accurately
• Answer phones within 3 rings using brand-approved scripting
• Maintain a clean, organized, and professional front desk presence
• Ensure lobby and entrance presentation meets brand expectations
• Communicate effectively with housekeeping for room readiness
• Coordinate with maintenance and management on guest-impacting issues

Revenue & Sales Performance

• Actively upsell room types, suites, and packages
• Promote and enroll guests into IHG One Rewards
• Drive on-property revenue by promoting:
• Twenty-Seven 51® restaurant and bar
• Market and ancillary offerings
• Use every guest interaction as a revenue opportunity
• Support ADR growth through confident and professional sales language

Night Audit Responsibilities (Overnight Shift Only)

• Complete all IHG-required night audit procedures
• Balance daily hotel transactions (rooms, F&B, cash, credit cards)
• Post room charges, taxes, and incidentals accurately
• Generate and distribute daily financial and operational reports
• Identify and resolve discrepancies prior to system rollover
• Ensure system readiness for the next business day

Safety & Security

• Monitor property activity to ensure guest and team member safety
• Conduct routine overnight property walks
• Secure all hotel access points during overnight hours
• Respond to emergencies in accordance with hotel procedures
• Follow all IHG and AARO safety standards

Teamwork & Culture Alignment

• Support all departments to ensure a seamless guest experience
• Maintain positive working relationships with:
• Housekeeping
• Sales
• Food & Beverage (Twenty-Seven 51®)
• Avoid departmental silos—we win as one team
• Document shift notes clearly for operational continuity
• Participate in Daily Compass training and performance initiatives

Qualifications

• High school diploma or equivalent required
• Previous hotel front desk or customer service experience preferred
• Experience with HotelKey PMS preferred
• Basic accounting (required for Night Audit)
• Strong communication and problem-solving skills
• Ability to remain calm and professional under pressure

Core Competencies

• Guest-first mindset
• Strong attention to detail and financial accuracy
• Professional appearance and presence
• Confidence in communication and upselling
• Ownership mentality (“see it, own it, fix it”)
• Ability to work independently during overnight shifts

Work Environment & Schedule

• Flexible schedule required (days, nights, weekends, holidays)
• Night Auditor shift: typically 11:00 PM – 7:00 AM
• Standing for extended periods
• Occasional lifting up to 25 lbs

Performance Expectations (KPIs)

• Guest Satisfaction / Intent to Recommend scores
• IHG One Rewards enrollment conversion
• Upsell revenue / ADR contribution
• Night Audit accuracy (zero discrepancies)
• Check-in/check-out efficiency
• Positive guest mentions and service recognition

What Success Looks Like in This Role

• Guests feel welcomed, valued, and taken care of from arrival to departure
• Revenue is maximized through confident, natural guest interaction
• Night audit is completed with 100% accuracy and zero delays
• The front desk operates as the heartbeat of the hotel, not just a checkpoint

AARO NORTH Culture Expectation

At Holiday Inn & Suites Memphis Wolfchase Galleria, we don’t “Just do the job.”
We:

• Take ownership of the entire guest experience
• Look for opportunities instead of waiting for direction
• Represent the property and brand with pride

If you can do it, you should do it.

Whew! That was a lot, if you have taken the time to read through all of that and you have an interest in this position. APPLY TODAY.

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Paid time off

People with a criminal record are encouraged to apply

Work Location: In person