Guest Service Agent

OTH Hotels•Pittsburgh, PA

8d•Onsite

About The Position

The Guest Service Agent serves as the first point of contact for hotel guests, delivering exceptional customer service and ensuring a seamless and welcoming guest experience. This role is responsible for managing check-in and check-out procedures, handling reservations, responding to guest inquiries, and supporting front office operations while maintaining a professional and friendly demeanor at all times. This position operates in a fast-paced, guest-facing hotel front office environment requiring frequent standing, direct guest interaction, and the ability to manage multiple tasks simultaneously. The role involves shift-based scheduling, including evenings, weekends, and holidays. Success in this role requires strong communication skills, attention to detail, and a consistent focus on delivering outstanding guest service in a dynamic hospitality environment.

Requirements

High school diploma or equivalent required
Previous customer service or hospitality experience preferred
No travel required; position is fully property-based
Frequent standing during entire shift at front desk or lobby area.
Frequent walking and guest interaction throughout shift.
Occasional lifting/carrying up to 25–50 lbs.
Ability to work in a fast-paced, guest-facing environment.
Flexible schedule, including evenings, weekends, and holidays.
Strong customer service and guest engagement skills.
Excellent communication and interpersonal abilities.
Strong problem-solving and conflict resolution skills.
High attention to detail and accuracy.
Ability to multitask in a fast-paced environment.
Basic computer skills and familiarity with reservation systems (PMS).
Strong time management and organizational skills.
Ability to work effectively as part of a team.
Professional appearance and demeanor.

Nice To Haves

hospitality degree preferred
hospitality certifications preferred

Responsibilities

Greet guests warmly upon arrival and provide efficient check-in and check-out services.
Manage room reservations using hotel property management software.
Respond to guest inquiries, requests, and complaints promptly and professionally.
Provide information about hotel amenities, services, and local attractions.
Handle billing, payments, and cash transactions accurately and securely.
Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction.
Answer phone calls, emails, and other guest communication channels.
Maintain accurate guest records and front office documentation.
Upsell rooms and promote hotel services when appropriate.
Support overall front office operations as needed.