Guest Experience Agent - Front Desk Pro

OTH Hotels Resorts; Pikesville (MD); On-site; USD 18,000 - 25,000; Full time

Job summary

OTH Hotels Resorts is hiring a Guest Service Agent to be the welcoming face of the property. You will handle check-in/check-out, manage reservations, and respond to guest inquiries with a focus on exceptional service in a fast-paced front office environment.

This role requires strong communication, attention to detail, and the ability to multitask while delivering a high level of hospitality. Evening, weekend, and holiday shifts are common, with a property-based schedule.

Qualifications

• Education: High school diploma or equivalent required; hospitality degree preferred.
• Experience: Previous customer service or hospitality experience preferred.
• Travel: No travel required; position is property-based.

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

Multitasking

Interpersonal skills

Teamwork

Education

High school diploma or equivalent

Hospitality degree (preferred)

Tools

PMS/reservation systems

Job description

OTH Hotels Resorts is hiring a Guest Service Agent to be the welcoming face of the property. You will handle check-in/check-out, manage reservations, and respond to guest inquiries with a focus on exceptional service in a fast-paced front office environment.

This role requires strong communication, attention to detail, and the ability to multitask while delivering a high level of hospitality. Evening, weekend, and holiday shifts are common, with a property-based schedule.