Guest Experience Agent

OTH Hotels Resorts; Southbury, Northern (CT, KY); Hybrid; USD 30,000 - 46,000; Full time

Job summary

Heritage Hotel & Conference Center seeks a Guest Service Agent to deliver exceptional hospitality at the front desk. You will greet guests, manage check-in/check-out, handle reservations, and provide information on local attractions.

The role requires strong communication and multitasking in a fast-paced, guest-facing environment with evening, weekend, and holiday shifts. Prior customer service experience is preferred.

Qualifications

• High school diploma or equivalent required; hospitality degree preferred.
• Experience in customer service or hospitality is preferred.
• Knowledge of hotel front desk operations and PMS systems.

Responsibilities

• Greet guests and manage check-in/check-out services.
• Handle room reservations and use PMS for bookings.
• Respond to guest inquiries, requests, and complaints promptly.
• Provide information about hotel amenities and local attractions.
• Process payments accurately and securely.
• Coordinate with housekeeping and maintenance to ensure room readiness.
• Answer phone, email, and other guest communications channels.
• Maintain guest records and front office documentation.
• Upsell rooms and hotel services when appropriate.
• Support front office operations as needed.

Skills

Customer service

Communication

Multitasking

Teamwork

Reservation systems

Education

High school diploma

Tools

Hotel PMS

Job description

Heritage Hotel & Conference Center seeks a Guest Service Agent to deliver exceptional hospitality at the front desk. You will greet guests, manage check-in/check-out, handle reservations, and provide information on local attractions.

The role requires strong communication and multitasking in a fast-paced, guest-facing environment with evening, weekend, and holiday shifts. Prior customer service experience is preferred.