Job Description

Guest Services Operations Assistant

Part-Time | Paid Hourly Position

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Operations Assistant for the Hampton Inn & Suites Xenia Dayton in Xenia, Ohio

Job Purpose:

The Guest Services Operations Assistant supports the hotel’s front desk and front-office operation. This hands-on position assists with guest arrivals and departures, reservations, hotel communications, room-status coordination, guest requests, service recovery, payment processing, and the administrative systems that keep the front office running effectively.

This position is well suited for a college student, recent graduate, or early-career candidate interested in hospitality management, business operations, customer experience, communications, tourism, or service leadership.

Ultimately, you will help create a welcoming, efficient, and comfortable experience for guests throughout their stay. Warm, knowledgeable service and helpful guidance reassure guests they have made the right choice to stay with us.

This is a regular, part-time hourly hotel position and is not part of a formal internship or management-development program.

Essential Functions:

• Welcomes guests and provides professional, attentive service throughout their stay.

• Assists with guest check-in and check-out after completing required training.

• Reviews reservations and supports arrival preparation, room assignments, special requests, and guest-profile accuracy.

• Answers hotel telephone calls and responds to routine questions about reservations, hotel services, local information, and guest needs.

• Assists with hotel email, internal communication, shift notes, front-desk logs, and operational documentation.

• Processes guest requests and communicates service needs to housekeeping, maintenance, management, and other departments.

• Monitors room status and supports coordination between the front desk and housekeeping.

• Assists with Hilton Honors recognition, enrollment, member-benefit delivery, and guest-profile updates.

• Learns and applies appropriate service-recovery procedures within the employee’s training and authority.

• Escalates guest complaints, payment concerns, safety issues, and other significant matters to management when appropriate.

• Supports payment processing, folio review, deposit handling, authorization procedures, and other front-desk transactions after completing required training.

• Assists with cash handling and shift balancing when trained and assigned.

• Helps maintain accurate reservation, registration, payment, and guest-account records.

• Organizes front-office supplies, guest materials, keys, forms, packages, and operational resources.

• Maintains a clean, organized, secure, and professional front-desk workspace.

• Assists with guest messages, deliveries, packages, wake-up calls, transportation information, and other routine front-office services.

• Supports shift handoffs by documenting outstanding requests, room concerns, guest issues, and operational priorities.

• Protects guest privacy, payment information, confidential business information, keys, and hotel property.

• Follows company requirements related to payment security, cash handling, key control, emergency procedures, and confidential information.

• Keeps the immediate supervisor promptly and fully informed of significant guest concerns, operational problems, safety issues, or unusual activity.

• Performs other appropriate front-office and hotel operations duties as assigned by management.

Professional Exposure:

The Guest Services Operations Assistant will receive practical exposure to:

• Front-desk systems and daily workflow

• Reservations and arrival planning

• Guest check-in and check-out procedures

• Room assignments and room-status management

• Housekeeping and maintenance coordination

• Guest communication and service recovery

• Loyalty-program recognition and enrollment

• Payment, deposit, folio, and front-office documentation procedures

• Shift handoffs and operational communication

• Front-office supply and resource management

• Front-office supervision and hotel operations leadership

• Cross-department hotel operations

Professional exposure is intended to strengthen the employee’s understanding of hospitality and front-office operations. It does not guarantee promotion, academic credit, future placement, or entry into a company internship or management-development program.

Qualifications and Requirements:

• High school diploma, secondary qualification, or equivalent required.

• Current college student, recent graduate, or early-career applicant preferred.

• Interest in hospitality, tourism, business, communications, customer experience, leadership, or operations.

• Previous hotel, retail, office, restaurant, tourism, or customer-service experience is helpful but not required.

• Experience with Hilton, Marriott, IHG, Wyndham, Hyatt, or similar hotel processes and standards is helpful.

• Friendly, professional, and confident verbal and written communication skills.

• Strong attendance, dependability, and punctuality.

• Ability to remain calm, courteous, and professional while resolving guest concerns.

• Strong organization, accuracy, and attention to detail.

• Comfort using computers, telephones, office equipment, and learning new software.

• Ability to manage changing priorities in a fast-paced guest-service environment.

• Ability to follow written and verbal instructions, operating procedures, and brand standards.

• Ability to work independently with limited supervision while meeting established service standards.

• Ability to protect confidential guest, payment, employee, and business information.

• Ability to recognize when a guest concern or operational issue requires management involvement.

• Must meet all company and legal requirements for assigned duties.

This Job Requires the Ability to Perform the Following:

• Stand and walk for extended periods while working at the front desk and throughout the hotel.

• Sit and use a computer, telephone, and other office equipment for portions of the shift.

• Bend, reach, kneel, and stoop to retrieve supplies, organize materials, and maintain the front-desk workspace.

• Carry guest items, packages, supplies, paperwork, and front-office materials throughout the hotel.

• Move between the front desk, guestrooms, public areas, offices, storage spaces, and other hotel departments.

• Read computer screens, reservation records, payment information, reports, and written communications.

• Communicate clearly in person, by telephone, and through electronic systems.

• Perform repetitive keyboarding and data-entry tasks.

• Lift or move items within company-established limits.

Reasonable accommodations will be considered in accordance with applicable law.

Materials and Equipment Used:

• Hotel property-management and reservation systems

• Credit-card terminals and payment-processing equipment

• Computers, printers, scanners, and office equipment

• Multi-line telephone and internal communication systems

• Key-encoding and guest-access systems

• Cash drawers, deposit materials, and accounting documentation

• Front-desk logs, checklists, registration records, and shift reports

• Guest materials, hotel information, office supplies, and operational forms

Employees may only access systems, process transactions, or handle confidential information after receiving appropriate instruction, training, and authorization.

Other:

• Being passionate about people and service.

• Strong communication skills are essential when interacting with guests and employees.

• Reading and writing abilities are used when completing reservations, registration records, shift notes, guest requests, incident documentation, and information updates.

• Basic math skills are used frequently when processing payments, reviewing folios, handling cash, and balancing transactions.

• Problem-solving, reasoning, organization, and prioritization skills are used frequently.

• Professional appearance, discretion, and attention to guest privacy are essential.

• Have the ability to work a flexible schedule that may include mornings, evenings, weekdays, weekends, and holidays based on hotel needs and employee availability.

Schedule and Compensation:

• Part-time hourly position

• Approximately 20–25 hours per week

• Schedule may include mornings, evenings, weekends, and holidays

• Starting pay: $13 per hour

• Overtime is not anticipated and must be approved in advance

Amazing Benefits at a Glance:

Eligibility for specific benefits may vary based on position, scheduled hours, length of service, and applicable plan requirements.

• Team-driven and values-based culture

• Same-day pay available

• Employee Assistance Program

• Career growth opportunities

• Reduced room rates throughout the portfolio

• Third-party perks, including discounts on movie tickets, attractions, and other services

• Employee discount

• Flexible schedule

• Referral program

• Additional benefits for eligible employees in accordance with applicable plan terms

Equal Employment Opportunity:

Hotel Equities is an equal-opportunity employer. Employment decisions are made without unlawful discrimination and in accordance with applicable federal, state, and local requirements.