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Guest Service Representative - Holiday Inn Express & Suites Jacksonville

3/4/2026

The primary responsibility is delivering excellent customer service by managing the check-in and check-out procedures for guests. Essential functions include answering all incoming calls, assisting with reservations, and ensuring a positive guest experience through various interactions.

Working Hours

40 hours/week

Company Size

11-50 employees

Language

English

Visa Sponsorship

About The Company

The visionary team behind My Place Hotels of America has been involved in nearly every aspect of the hotel business for almost 40 years. My Place co-founder and Chairman Ron Rivett co-founded Super 8 Motels Inc. in Aberdeen, South Dakota in 1974, along with long-time friend Dennis Brown. After selling the wildly successful Super 8 Motel system in 1993, Ron remained in the hotel business developing, building, and operating Super 8 Motels and other branded properties as a franchisee until 2011. On the heels of economic recession, it became apparent to Ron that the original Super 8 philosophy of a ‘clean, comfortable room for a few bucks less than the guy next door’ was more relevant than ever. This time, however, it would be different. In order to meet the needs of today’s individuals, families, workers, and business travelers, this new hotel would be well suited to both short and long term stays. It would need to be clean and comfortable with modern amenities, and all at an affordable price, and so the My Place Hotels of America concept was born. In February, 2012 the first My Place hotel opened for business in Dickinson, ND and began what would become a two-year proof of concept period, wherein the founders of My Place hotels would develop build, supply, open and operate 5 My Place hotels. Locations include the energy development driven North Dakota markets of Dickinson, Minot, and Bismarck, the heavily traveled intersection of interstates 80 and 25 at Cheyenne, WY and the dual seasoned, demographically diverse vacation market of Bozeman, MT. Fast forward to January 2014 with a rapidly growing pipeline of properties on the horizon, and the objective of transforming a concept into a reality and proving that the My Place concept works in various markets behind them, My Place Hotels of America was set to embark on the next phase as we began to welcome franchisee’s to join us on our journey!

About the Role

Description

The Holiday Inn Express & Suites in Jacksonville, IL is hiring for a full-time Guest Service Representatives to join our team.

As a Front Desk Associate you will be responsible for providing an exceptional guest experience at all times. You will be the first point of contact for our guests and will provide information and assistance throughout their stay. Our Front Desk Associates are the first impression our guests have with our business and it is essential that they create a positive first impression with a professional, energetic, and enthusiastic demeanor in order to provide an exceptional guest experience.

Must be available evenings, weekends and holidays. Hours are a combination of 7am - 3pm and 3pm-11pm

What is in it for YOU?

Competitive wages
Personal Days Off - start earning on day 1
Bonus Plan
Holiday Pay
Referral program
Employee discount program

The primary responsibility of our Guest Service Representative is to deliver excellent customer service while interacting with guests during the check-in and check-out procedure.

The essential functions of a Guest Service Representative position include:

Performing the check-in and check-out process
Answer all incoming and in-house phone calls
Assist callers with making and/or changing reservations
Assist all guests as necessary to ensure a positive experience
Ability to work while standing for extended periods of time.
Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction
Assist with hotel laundry

Requirements

Candidates must possess the following knowledge, skills, and abilities:

Great attention to detail
Excellent knowledge of local attractions and entertainment venues
Considerable knowledge of computer systems for registration, reservations and backup systems
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels
Ability to read, write, speak and understand the English language to communicate with employees and guests
Ability to effectively interact with internal and external customers, some of whom will require a high level of patience, tact and diplomacy, to defuse anger, collect accurate information and resolve conflicts

Education/Experience

Comparable hotel size and scope of experience preferred

Note: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Key Skills

Customer ServiceCheck-In ProceduresCheck-Out ProceduresReservation ManagementPhone EtiquetteAttention To DetailLocal KnowledgeComputer SystemsMathematical ComprehensionVerbal CommunicationWritten CommunicationConflict ResolutionTactDiplomacy