Guest Service Agent

OTH Hotels•Pikesville, MD

12d•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 guest experience. The role manages check-in and check-out procedures, reservations, guest inquiries, and front office support while maintaining a professional and friendly demeanor. This is a fast-paced, guest-facing, property-based hotel front office position involving frequent standing and direct guest interaction, with multiple tasks managed simultaneously. Scheduling is shift-based and includes evenings, weekends, and holidays. Strong communication, attention to detail, and a consistent focus on guest service are important to success.

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 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 warmly 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 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.