Guest Experience Specialist - Front Desk & Reservations

OTH Hotels Resorts; Manassas (VA); On-site; USD 19,000 - 28,000; Full time

Job summary

OTH Hotels Resorts seeks a Guest Service Agent to be the first point of contact for guests, delivering exceptional service and managing check-in/out procedures. You will handle reservations, answer inquiries, and support front office operations with professionalism.

Located at our property, this role requires a friendly demeanor, strong communication, and the ability to multitask in a fast-paced, shift-based environment including evenings, weekends, and holidays.

Qualifications

• High school diploma or equivalent required; hospitality degree preferred.
• Previous customer service or hospitality experience preferred.

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

Time management

Education

High school diploma

Hospitality degree

Tools

PMS

Job description

OTH Hotels Resorts seeks a Guest Service Agent to be the first point of contact for guests, delivering exceptional service and managing check-in/out procedures. You will handle reservations, answer inquiries, and support front office operations with professionalism.

Located at our property, this role requires a friendly demeanor, strong communication, and the ability to multitask in a fast-paced, shift-based environment including evenings, weekends, and holidays.