Front Desk Guest Experience Specialist

OTH Hotels Resorts; Pikesville (MD); Hybrid; USD 19,000 - 28,000; 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. You will handle check-in/check-out, answer inquiries, manage reservations, and support front office operations with a professional, friendly demeanor.

The role requires frequent guest interaction in a fast-paced front desk environment, with shift-based scheduling including evenings, weekends, and holidays. Strong communication, attention to detail, and teamwork are essential.

Qualifications

• High school diploma or equivalent required; hospitality degree preferred.
• Previous customer service or hospitality experience preferred.
• Ability to work evenings, weekends, and holidays.

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

Interpersonal skills

Multitasking

PMS familiarity

Education

High school diploma or equivalent

Hospitality degree (preferred)

Tools

Hotel PMS

Job description

OTH Hotels Resorts is seeking a Guest Service Agent to be the first point of contact for guests at the property. You will handle check-in/check-out, answer inquiries, manage reservations, and support front office operations with a professional, friendly demeanor.

The role requires frequent guest interaction in a fast-paced front desk environment, with shift-based scheduling including evenings, weekends, and holidays. Strong communication, attention to detail, and teamwork are essential.