Guest Service Agent

OTH Hotels • Pittsburgh, PA

2d • Onsite

About The Position

The Guest Service Agent is the first point of contact for hotel guests and provides exceptional customer service to create a seamless, welcoming experience. The role manages check-in and check-out procedures, reservations, guest inquiries, and front office support while maintaining a professional and friendly demeanor.

The position is based at the property in a fast-paced, guest-facing hotel front office environment. It involves frequent standing and direct guest interaction, as well as managing multiple tasks. Shift-based scheduling includes evenings, weekends, and holidays. Success requires strong communication, attention to detail, and a consistent focus on guest service.

Requirements

• High school diploma or equivalent required.
• 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.
• Ability to meet the physical requirements, including frequent standing and walking and occasional lifting or carrying up to 25–50 lbs.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Nice To Haves

• Hospitality degree.
• Previous customer service or hospitality experience.
• Hospitality certifications.

Responsibilities

• Greet guests upon arrival and provide efficient check-in and check-out services.
• Manage room reservations using hotel property management software.
• Respond promptly and professionally to guest inquiries, requests, and complaints.
• 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 communications.
• Maintain accurate guest records and front office documentation.
• Upsell rooms and promote hotel services when appropriate.
• Support overall front office operations as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED