Guest Experience Agent — Front Desk & Reservations

OTH Hotels Resorts; Manassas Park (VA); On-site; USD 19,000 - 30,000; Full time

Job summary

OTH Hotels Resorts seeks a Guest Service Agent to be the first point of contact for guests, delivering outstanding service at a busy property in Virginia. You will manage check-in/check-out, reservations, inquiries, and front desk operations with a professional and friendly demeanor.

The role requires shift-based scheduling including evenings, weekends, and holidays, with emphasis on accurate records, guest satisfaction, and upselling opportunities to enhance the guest experience.

Qualifications

• High school diploma or equivalent required; hospitality degree preferred.
• Previous customer service or hospitality experience preferred.
• Travel only within property; no travel required.

Responsibilities

• Greet guests and perform check-in/check-out efficiently.
• Manage room reservations using PMS.
• Respond to inquiries and resolve guest requests promptly.
• Provide information on hotel amenities and local attractions.
• Handle billing and cash transactions accurately.
• Coordinate with housekeeping for room readiness.
• Answer calls, emails, and other guest communications.
• Maintain guest records and front office documentation.
• Upsell rooms and hotel services when appropriate.
• Support front office operations as needed.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Teamwork

Attention to detail

Reservation systems

Professionalism

Education

High school diploma or equivalent

Hospitality degree (preferred)

Tools

PMS

Job description

OTH Hotels Resorts seeks a Guest Service Agent to be the first point of contact for guests, delivering outstanding service at a busy property in Virginia. You will manage check-in/check-out, reservations, inquiries, and front desk operations with a professional and friendly demeanor.

The role requires shift-based scheduling including evenings, weekends, and holidays, with emphasis on accurate records, guest satisfaction, and upselling opportunities to enhance the guest experience.