Guest Experience Specialist - Front Desk

Holiday Inn Columbia East-Jessup; Waterloo (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

OTH Hotels Resorts is seeking a Guest Service Agent for our property front desk to greet guests, manage check-in/out, and coordinate reservations with a focus on warmth and efficiency.

The role requires strong communication and multitasking abilities in a fast-paced environment. Evening, weekend, and holiday shifts are required; training is provided to ensure excellence in guest service.

Qualifications

• Must have strong customer service and verbal & written communication skills.
• Experience in hospitality or customer service preferred.
• Ability to manage multiple tasks while staying organized.
• Professional demeanor and attention to detail in a fast-paced hotel environment.

Responsibilities

• Greet guests 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 and local attractions.
• Handle billing 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 communications 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

Strong customer service

Excellent communication

Interpersonal abilities

Attention to detail

Multitasking

Teamwork

Professional appearance

Education

High school diploma or equivalent

Hospitality degree

Tools

PMS/reservation system

Job description

OTH Hotels Resorts is seeking a Guest Service Agent for our property front desk to greet guests, manage check-in/out, and coordinate reservations with a focus on warmth and efficiency.

The role requires strong communication and multitasking abilities in a fast-paced environment. Evening, weekend, and holiday shifts are required; training is provided to ensure excellence in guest service.