Guest Services Agent (Front-Desk Associate)

The Bright Hospitality Management; Dayton (OH); On-site; USD 40,000 - 45,000; Full time

Job summary

A leading hospitality management company is seeking a Guest Services Agent to enhance guest experiences at their Dayton location. The ideal candidate will leverage technology and provide exceptional service, ensuring a welcoming environment for all guests. Responsibilities include managing guest interactions, assisting with digital check-ins, and collaborating with various teams to optimize guest satisfaction. This role requires strong communication skills and a passion for hospitality.

Benefits

100% company-paid premium for Medical, Dental, and Vision Insurance

401K program with up to a 4% match

Generous Paid Time Off – 2 weeks annually

Flexible Spending Account (FSA) options

Voluntary Life Insurance

Qualifications

• 3+ years in customer service or hospitality operations.
• Familiarity with PMS systems and digital check-ins.

Responsibilities

• Assist with check-ins, check-outs, and guest inquiries.
• Personalize guest stays and resolve issues promptly.
• Support the Guest Experience Manager in monitoring satisfaction.

Skills

Guest-Centric Mindset

Technology Proficiency

Strong Communication Skills

Problem-Solving Ability

Adaptability

Collaboration

Tools

PMS

OTA platforms

Job description

Guest Services Agent (Front-Desk Associate)

Company Highlights:

The Bright Hotel is reimagining hotel operations by leveraging a tech-forward approach to the guest experience. Our goal is to personalize the stay for each guest driving stellar satisfaction rates. We are currently building out a portfolio of hotels focused on health and wellness called Vitality Hotels.

• 100% company-paid premium for employee-only coverage on select Medical, Dental, and Vision Insurance plans
• 401K program with up to a 4% match and full vesting from day one
• Generous Paid Time Off – 2 weeks annually to recharge and rela x
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options for added financial flexibility
• Voluntary Life Insurance to provide additional coverage for you and your loved ones

Purpose of the Role:

Dayton 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.

TheGuest Experience Associateplays a key role in ensuring awelcoming, efficient, and memorableguest experience before, during, and after each stay. This hands-on role involves directguest interactions, assisting with digital check-ins, responding to guest inquiries via various platforms, and working closely with theGuest Experience Managerand on-site teams tooptimize guest satisfaction. As a Guest Experience Associate, you will handleguest communications, problem resolution, and coordination with other departmentsto deliver a smooth and personalized stay for every guest.

Responsibilities:

• 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.
• 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 as needed.

The pay range for this role is:

40,000 - 45,000 USD per year (Dayton Vitality Hotel)