Guest Service Representative / Front Desk Agent

“Be the amazing person who represents a WOW level stay”

What you'll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

Requirements...

Experience & Education:

• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8 hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.

Company Description

First Hospitality, founded in 1985, is an industry-leading hospitality development and management company with a diverse portfolio of multi-branded properties across the United States. Recognized for its people-focused culture, the company emphasizes delivering excellent guest experiences, high employee engagement, and strong financial results. Known for its award-winning hotels and restaurants, including AAA Four Diamond properties, First Hospitality sets industry standards. Its integrated platform offers immersive hospitality experiences and exceptional services in investment, development, and management.

Role Description

This is a full-time, on-site role for a Guest Service Representative / Front Desk Agent located in Dayton, OH. In this role, you will be the primary point of contact for guests and assist in providing a welcoming experience. Daily responsibilities include handling check-ins and check-outs, managing reservations, addressing guest inquiries, providing local information, and ensuring overall guest satisfaction. You will collaborate with team members to uphold exceptional service standards, resolve issues, and maintain a professional front desk environment.

Qualifications

• Strong interpersonal, communication, and customer service skills to engage effectively with guests and team members
• Organizational and problem-solving skills to handle guest inquiries, reservations, and complaints
• Basic computer literacy and familiarity with property management systems or similar software
• Ability to work effectively in a fast-paced environment with multitasking and attention to detail
• Flexible availability, including weekends and holidays, as required in the hospitality industry
• Previous experience in a front desk or customer service role is preferred
• High school diploma or equivalent; additional training in hospitality or related fields is a plus