Guest Service Agent
About The Position
At OTH Hotels Resorts, the Guest Service Agent role is centered on providing unscripted, human hospitality rather than scripted service. This position is crucial as the first point of contact for guests, setting the tone for their entire stay. It involves creating genuine connections, anticipating needs, and ensuring every guest feels truly seen, heard, and valued. More than just a front desk agent, the role is that of a host, a guide, and a problem-solver, empowered by the 'Unscripted Hospitality' mindset to transform simple stays into unforgettable experiences. This philosophy extends to a culture of care, empowerment, and personal connection, where team members are trusted to lead with heart, listen deeply, and take ownership of the guest experience beyond their job descriptions. The company values authenticity and purpose, inviting individuals ready to create connections and make lasting impressions.
Requirements
- A people-person with a natural warmth and a passion for delivering memorable guest experiences.
- Calm under pressure and quick to find creative solutions when challenges arise.
- Comfortable using computers and learning hotel systems (training provided).
- Strong verbal communication skills in English.
- Detail-oriented, organized, and able to multitask in a fast-paced environment.
- Reliable, flexible, and available to work a variety of shifts including weekends and holidays.
Nice To Haves
- bilingual abilities are a plus.
- Previous hotel front desk or hospitality experience preferred.
Responsibilities
- Welcome guests with warmth and professionalism, ensuring a smooth and personalized check-in and check-out experience.
- Provide thoughtful recommendations, directions, and assistance to enhance each guest’s visit.
- Handle guest inquiries, concerns, and special requests with patience, empathy, and a can-do attitude.
- Accurately process reservations, payments, and room assignments using the property management system.
- Maintain knowledge of hotel features, services, amenities, and local area attractions.
- Communicate promptly and clearly with other departments to fulfill guest needs (housekeeping, engineering, food & beverage, etc.).
- Monitor lobby and guest areas to ensure they are welcoming and well-maintained.
- Support team members with administrative or operational tasks as needed.
- Follow safety, security, and confidentiality procedures to protect guests and property.
- Represent the spirit of OTH Hotels Resorts with every interaction—onsite or over the phone.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
