Guest Service Agent

Waterford Group Llc; Hanover (MD); On-site; USD 28,000 - 42,000; Full time

Benefits offered by this job

Health Insurance

401k Plan

Hotel Discounts

Paid time off (PTO)

Paid holidays

Paid days off for Birthday/Anniversary

On Demand Pay

Shoes for Crew

Job summary

Waterford Group Llc is seeking a Guest Service Agent for our Maryland hotel to be the first and last point of contact for guests. The role requires a friendly, professional demeanor, multitasking, and the ability to handle diverse guest needs during shifts.

The position emphasizes check-in/check-out, room assignments, and front desk communications, with strong emphasis on guest satisfaction and cross-department coordination to resolve questions and concerns promptly.

Qualifications

• Attention to detail, time management and strong customer service skills.
• Friendly demeanor and ability to work in a team or independently.
• Flexible hours and ability to follow instructions.
• Pass a background check and maintain high performance standards.
• Physical mobility and stamina.

Responsibilities

• Greeting & thanking guests in a sincere and friendly manner.
• Checking in and checking out guests.
• Assigning rooms and administrative duties.
• Answering phone.
• Posting charges to accounts.
• Performing duties on a daily checklist.
• Passing information within departments to ensure guest satisfaction.
• Communicating with guests and ensuring their needs are met.

Skills

Detail orientation

Time management

Customer service

Friendly demeanor

Team & independence

Flexible hours

Background check

Follow instructions

Job description

Guest Service Agent Overview

Guest Service Agent is a fun, yet challenging role within the hotel, often the first and last point of contact for guests. Guest Service agents have a huge impact on the overall guest experience. Because of the visibility of this role within the hotel, most guests will contact the front to resolve any questions or concerns they may have during their stay. The Guest Service agents need to think quickly on their feet and be able to handle many situations during their shift. They must be able to prioritize and multitask to ensure guest satisfaction, all with a positive and pleasant demeanor. A can‑do attitude is a must for front desk agent.

Responsibilities

• Greeting & Thanking guests in a sincere and friendly manner
• Checking in and checking out guests
• Assigning rooms & taking care of administrative duties
• Answering phone
• Posting charges to appropriate accounts
• Performing duties on a daily checklist
• Passing information within departments to ensure guest satisfaction
• Communicating with guests and ensuring their needs are met

Job Requirements

• A keen eye for detail, time management and great customer service skills
• A pleasant and friendly demeanor
• Able to work as a team and independently
• Flexible working hours
• Ability to work with little or no supervision while meeting high-performance standards
• Physical mobility and stamina
• Must be able to pass a background check
• Ability to follow instructions

Benefits

• Health Insurance is available on the first of the month after hire
• Full‑time associates can enroll in medical, dental and vision coverage; part‑time associates averaging 17.5 hours a week can enroll in dental and vision coverage
• Paid time off within the first 90 days of employment
• Paid holidays for eligible associates
• Paid days off for Birthday and Employment Anniversary for those who have been with us for five years or more
• On Demand Pay – pay when you need it 24/7
• Pet Insurance – discounted coverage for all associates
• 401k Plan – plan for your future
• Hotel Discounts – industry perk
• Shoes for Crew – shoe subsidy through Shoes for Crews

EOE/M/F/D/V