Guest Experience Specialist

Guest Experience Specialist
Call Center & Front Desk Support – Berlin Resort, Encore Hotel, & Amish Country Lodging (hiring part-time and full-time positions)

Location:
Berlin, Ohio

Reports To:
Guest Experience Leadership Team

This Is More Than Answering Calls.
This role is about owning the guest experience from the very first interaction.

At Five Star Group, our Guest Experience Specialists set the tone. You are the voice of our brands, the standard-setter for service, and a key contributor to the consistency and excellence our guests expect.

We are looking for someone who takes pride in their role, holds themselves to high standards, and understands that every interaction shapes a lasting impression.

What You’ll Own:

Whether working the front desk at Berlin Resort or Encore Hotel, or remote in the Call Center that also supports Amish Country Lodging, you are responsible for delivering excellence in every interaction.

Guest Experience Ownership:

• Serve as a knowledgeable guide for all Five Star Group properties and offerings.
• Respond to calls, chats, and emails with warmth, clarity, and professionalism.
• Confidently assist guests with reservations, packages, special requests, and personalized touches.
• Ensure follow-through on guest needs with accuracy and attention to detail.
• Represent each brand with consistency and pride.

Operational Excellence:

• Maintain accuracy across booking systems and online platforms.
• Assist with guest surveys, reports, and administrative tasks.
• Ensure timely responses and high service standards across communication channels.
• Support seamless coordination between front desk, housekeeping, maintenance, and other departments.

Leadership & Initiative:

• Model strong work ethic and service standards for team members.
• Provide peer support and help onboard newer representatives.
• Identify opportunities to improve processes and elevate the guest experience.
• Take personal responsibility for quality, consistency, and growth.

Who Thrives in This Role:

This role is ideal for someone who:

• Naturally takes ownership of their responsibilities.
• Pays attention to details and follows through.
• Communicates with confidence and professionalism.
• Maintains composure in a fast-paced environment.
• Is dependable and self-directed.
• Enjoys being part of a team that holds high standards.
• Wants to grow personally and professionally.
• Able to solve problems with a positive attitude.

You understand that excellence isn’t accidental — it’s intentional.

Skills You’ll Strengthen:

• Professional communication across multiple platforms
• Cross-property knowledge and coordination
• Advanced guest interaction and service standards
• Coaching and peer mentorship
• Technology fluency (Cloudbeds, Breezeway, 3CX, Slack, Hostaway, RemoteLock, reporting tools)
• Process improvement and organizational awareness

What Makes This Opportunity Unique:

✔ Flexibility to work onsite and remotely, based on scheduling needs
✔ Exposure to multiple hospitality brands
✔ A growing, family-owned company with strong leadership
✔ Clear expectations and opportunities for development
✔ A culture rooted in respect, growth, and excellence

Our Culture:

We live by MAGIC:

• Make Moments Extraordinary
• Act with Character
• Growth
• Inspire Results
• Create Lasting Impressions

We believe in taking pride in your work.
We believe in doing what you say you will do.
We believe that every role matters.

The Bottom Line:

If you are looking for a role where:

• You can take ownership
• Your standards matter
• Your work makes an impact
• You are part of something growing

Then we would love to connect.

At Five Star Group, we don’t just serve guests.

We represent something bigger — and we do it with excellence.

Job Types: Full-time, Part-time

Pay: $14.00 - $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Application Question(s):

• What hourly rate do you require?
• What is your favorite part of creating the guest experience?

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Berlin, OH 44654 (Preferred)

Work Location: In person