Guest Service Agent

OTH Hotels Resorts; College Park (MD); On-site; USD 2,066,400 - 2,755,200; Full time

Job summary

OTH Hotels Resorts at Holiday Inn Washington - College Park is seeking a Guest Service Agent to greet guests, manage check-ins/outs, and create a welcoming first impression. You will be the friendly voice and calm presence that sets the tone for the stay.

This role goes beyond routine tasks to delivering genuine hospitality and personalized service. The position emphasizes helping guests with requests, providing local recommendations, and collaborating with other departments to ensure a

Qualifications

• A people-person with warmth and a passion for memorable guest experiences.
• Calm under pressure and quick to find creative solutions.
• Comfortable using computers and learning hotel systems (training provided).
• Strong verbal communication in English; bilingual abilities are a plus.

Responsibilities

• Welcome guests with warmth and professionalism, ensuring smooth check-in/out.
• Provide recommendations, directions, and assistance to enhance visits.
• Handle inquiries, concerns, and special requests with empathy and patience.
• Process reservations, payments, and room assignments in the property management system.
• Maintain knowledge of hotel features, services, and local attractions.
• Coordinate with housekeeping, engineering, F&B to fulfill guest needs.
• Monitor lobby and guest areas to keep them welcoming and maintained.
• Support team with administrative or operational tasks as needed.
• Follow safety, security, and confidentiality procedures.
• Represent OTH Hotels Resorts in person and over the phone.

Skills

Guest relations

Customer service

Communication skills

English proficiency

Multitasking

Tools

Property management system

Job description

Holiday Inn Washington - College Park, 10000 Baltimore Ave, College Park, Maryland, United States of America

Job Description

Posted Thursday, July 30, 2026 at 4:00 AM | Expires Friday, August 28, 2026 at 3:59 AM

Where Hospitality Becomes Unscripted.

Job Summary

At OTH Hotels Resorts, we don’t believe in service that’s scripted—we believe in hospitality that’s human. As a Guest Service Agent, you’re not just the first face guests see—you’re the first impression, the friendly voice, and the calm presence that sets the tone for the entire stay. This isn’t just about check-ins and key cards. It’s about creating genuine connections, anticipating needs, and making sure every guest feels truly seen, heard, and valued.

You are more than a front desk agent—you’re a host, a guide, and a problem-solver. When empowered with our Unscripted Hospitality mindset, you help turn simple stays into unforgettable experiences.

Key Responsibilities

• Welcome guests with warmth and professionalism, ensuring a smooth and personalized check-in and check-out experience.
• Provide thoughtful recommendations, directions, and assistance to enhance each guest’s visit.
• Handle guest inquiries, concerns, and special requests with patience, empathy, and a can-do attitude.
• Accurately process reservations, payments, and room assignments using the property management system.
• Maintain knowledge of hotel features, services, amenities, and local area attractions.
• Communicate promptly and clearly with other departments to fulfill guest needs (housekeeping, engineering, food & beverage, etc.).
• Monitor lobby and guest areas to ensure they are welcoming and well-maintained.
• Support team members with administrative or operational tasks as needed.
• Follow safety, security, and confidentiality procedures to protect guests and property.
• Represent the spirit of OTH Hotels Resorts with every interaction—onsite or over the phone.

Who You Are

• A people-person with a natural warmth and a passion for delivering memorable guest experiences.
• Calm under pressure and quick to find creative solutions when challenges arise.
• Comfortable using computers and learning hotel systems (training provided).
• Strong verbal communication skills in English; bilingual abilities are a plus.
• Detail-oriented, organized, and able to multitask in a fast-paced environment.
• Reliable, flexible, and available to work a variety of shifts including weekends and holidays.
• Previous hotel front desk or hospitality experience preferred, but not required—we’re happy to train individuals with the right attitude and drive.

What Makes Us Different

Unscripted Hospitality is more than a service philosophy—it’s a culture of care, empowerment, and personal connection. We trust our team members to lead with heart, to listen deeply, and to take ownership of the guest experience beyond job descriptions or scripted lines. At OTH Hotels Resorts, you’re not just doing a job—you’re making someone’s day, every day.

Join Us

If you’re ready to create connections, make lasting impressions, and be part of a team that values authenticity and purpose—this is your place. Let your next chapter unfold and your story begin with OTH Hotels Resorts.

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary.

Holiday Inn Washington - College Park, 10000 Baltimore Ave, College Park, Maryland, United States of America