Guest Service Agent

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

At OTH Hotels Resorts, our team is our number one asset. We strive to create a safe, positive, uplifting work environment for all and a culture that ignites a long-term career passion for hospitality and service. Our shared purpose is to be the Heart of Hospitality in the lives of our team members, guests, owners, partners, and communities.

Job Title: Guest Service Agent

Location: Property

Department: Rooms

FLSA: Non-Exempt

Direct Supervisor: Front Office Manager

Job Overview

The Guest Service Agent serves as the first point of contact for hotel guests, delivering exceptional customer service and ensuring a seamless and welcoming guest experience. This role is responsible for managing check-in and check-out procedures, handling reservations, responding to guest inquiries, and supporting front office operations while maintaining a professional and friendly demeanor at all times.

This position operates in a fast-paced, guest-facing hotel front office environment requiring frequent standing, direct guest interaction, and the ability to manage multiple tasks simultaneously. The role involves shift-based scheduling, including evenings, weekends, and holidays. Success in this role requires strong communication skills, attention to detail, and a consistent focus on delivering outstanding guest service in a dynamic hospitality environment.

Job 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.

Job Requirements

Education: High school diploma or equivalent required; hospitality degree preferred.

Experience: Previous customer service or hospitality experience preferred.

Travel required: No travel required; position is fully property-based.

Physical Requirements

• Frequent standing during entire shift at front desk or lobby area.
• Frequent walking and guest interaction throughout shift.
• Occasional lifting/carrying up to 25-50 lbs.
• Ability to work in a fast-paced, guest-facing environment.
• Flexible schedule, including evenings, weekends, and holidays.

Skills and Abilities

• Strong customer service and guest engagement skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and conflict resolution skills.
• High attention to detail and accuracy.
• Ability to multitask in a fast-paced environment.
• Basic computer skills and familiarity with reservation systems (PMS).
• Strong time management and organizational skills.
• Ability to work effectively as part of a team.
• Professional appearance and demeanor.

Certifications

None required (hospitality certifications preferred).

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.

We may use artificial intelligence (AI) tools to assist in evaluating applications, including screening and ranking candidates based on job-related qualifications. These tools support, but do not replace, human decision-making. All final hiring decisions are made by our recruitment team.