Guest Incident Claims Rep I

3 weeks ago


Company: G6 Hospitality



Guest Incident Claims Representative is responsible for investigating incoming guest incident reports and resolving claims in the most appropriate and cost effective manner


About G6 Hospitality


Whether you’re working at our headquarters in Carrollton or at one of our Motel 6 or Studio 6 locations, you have the unique opportunity to connect and leave a positive impact on those who visit us every day, in a real and meaningful way.


As an iconic brand in economy lodging, we live to serve both our guest and our team members, equally. We seek out those who have a Heart for Service and a desire to grow with our organization. We provide our team members competitive benefits, in addition to leadership coaching and development opportunities through robust training and forums. Plus, with our Operation Next Step program we are committed to honoring and supporting our veterans and military spouses by creating opportunities to take that next step in their career with us.


At G6, we work hard but we make sure to show our appreciation for our team members’ contributions during our CEO Awards, Team Member Appreciation Month, Veterans Day events, in addition to providing incentives for our frontline team members.


If you have a service attitude, a desire to transform your career and have an entrepreneurial spirit, we look forward to having you join our team!


To apply, please click on the application link, or send resumes to



The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation.

  • Primary Duties & Responsibilities:
  • This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it not intended to be all-inclusive.
  • Review and Resolve “Risk” incidents upon report by operations
    • Settlement Authority of $3,500
  • Ensure contact is made with guests in accordance with our procedures and expectations.
  • Maintain a monthly closure ratio of 95% or greater
  • Act as Liaison for Risk management and field operations; participating on area calls as needed and providing support to GMs, MODs, or others with claim questions
  • Notify supervisor of any identified trends or suspicious activity within the claims data
  • Escalate to Supervisor any safety concerns or property maintenance issues identified during investigation of claims.
  • Maintain accurate data (correct locations, event types and cause codes as necessary).
  • Run weekly / monthly metrics for operations within territory and /or as requested
  • Handle Guest Incident Claims
    • Investigate incidents to determine liability and obtain all necessary documentation (pictures, statements, etc.)
    • Communicate with GM, Management and Guest timely
    • Negotiate settlement, good will gesture or denial of incident or forward claims, as needed to insurance carrier based on criteria
  •    Handle Recovery Opportunities
  • Determines in individual cases where possibilities for subrogation and recoveries exist.
  • Applies written and telephonic skills to communicate to the at fault party, insurance representatives, and/or attorneys intentions of recovery
  • Utilize negotiation skills to recover damages and costs in a timely and cost effective manner
  • Handle Attorney Rep’d Guest Incidents
    • Communicate with GM, Management and Attorney
    • Investigate incidents to determine liability and obtain all necessary documentation (pictures, statements, etc.)
    • Negotiate settlement, good will gesture or denial of incident within 45-60 days or
    • Forward claims, as needed to insurance carrier based on criteria
  • Resolve Guest Relation Escalated Events
    • Contact Guest and resolve 100% of the issues within 30 days of escalation.
    • Investigate incident to determine responsibility of motel vs. guest.
    • Obtain pictures, statements, medical treatments, etc., as necessary.
    • Negotiate settlement or denial of incident or forward to Insurance Carrier.
  • Check and distribute Risk Management Mail as Necessary
  • Participation in any/all team meetings
  • Participate annually in Operations Field Day
  • Complete a minimum of 2 hours / quarter of training online (I Learn@6)
  • Conduct bi-weekly updates with direct supervisor
  • Fulfill various rotating roles as assigned during formal meetings (Moderator, Pacer, Scribe, etc.)
  • All other duties as needed or required
  • Job Requirements:
    • Maintain attention and concentration for extended periods of time
    • Read and interpret documents and instructions from Operations, customers, vendors, and other team members
    • Exercise good judgment; Make sound decisions based on factual information
    • Communicate effectively with Operations, customers, vendors, and other team members
    • Multi-task and prioritize workload
    • Work within the appropriate level of independence
    • Function in a fast-paced environment
    • If applicable, ability to travel for meetings with Operations, customers, vendors, other team members, and/or other business necessities



  • Education - High School Education; Degree preferred, but not required
  • Certifications – Certified Multi-line adjuster’s license.
  • Experience – 2-3 year experience adjusting claims.
  • Skills – profficient in Microsoft Word and Outlook, experience with a claims administration system (including payment entry, attachments, notes), preferred experience with Excel and reporting systems.


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