Front Desk Guest Experience Specialist

OTH Hotels Resorts; Pikesville (MD); On-site; USD 21,000 - 30,000; Full time

Job summary

OTH Hotels Resorts is seeking a Guest Service Agent to be the first point of contact for guests at the property, delivering exceptional service and managing check-in/check-out, reservations, and inquiries with a friendly, professional demeanor.

The role requires strong communication, multitasking, and attention to detail in a fast-paced front office environment. Expect evenings, weekends, and holidays as part of a shift-based schedule, with collaboration across the Rooms department.

Qualifications

• High school diploma or equivalent required; hospitality degree preferred.
• Previous customer service or hospitality experience 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.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Computer skills & PMS

Time management

Teamwork

Professional appearance

Education

High school diploma or equivalent

Hospitality degree preferred

Tools

PMS reservation systems

Job description

OTH Hotels Resorts is seeking a Guest Service Agent to be the first point of contact for guests at the property, delivering exceptional service and managing check-in/check-out, reservations, and inquiries with a friendly, professional demeanor.

The role requires strong communication, multitasking, and attention to detail in a fast-paced front office environment. Expect evenings, weekends, and holidays as part of a shift-based schedule, with collaboration across the Rooms department.