Guest Service Agents |Hilton BWI Baltimore| Linthicum, MD

PM Hotel Group•Linthicum Heights, MD

About The Position

Guest Service Agents work at the hotel's front desk and help create a warm, welcoming experience for guests. They provide excellent service from check-in through check-out, share local information, and take ownership of the front desk area. The role requires clear communication, professionalism, strong customer-service skills, and the ability to adapt in a fast-paced environment. Agents handle cash and use computers, databases, and property management systems to support front-desk operations. The position involves a varied schedule, including nights, weekends, and holidays, and physical activity such as standing or sitting, walking, lifting and carrying up to 50 pounds, bending, twisting, and climbing stairs.

Requirements

High school diploma or equivalent.
Ability to interact politely and positively with hotel guests and team members.
Ability to fulfill requests in a timely manner, including under pressure.
Ability to accommodate varying schedules, including nights, weekends, and holidays.
Ability to stand or sit, walk, carry or lift up to 50 pounds, bend, twist, and climb stairs.

Nice To Haves

Three to six months of related experience.
Knowledge of local restaurants, entertainment, and sporting events.
Experience using computers, databases, and property management systems.

Responsibilities

Provide excellent guest service from check-in through check-out.
Create a warm and welcoming environment for hotel guests.
Take ownership of the front desk area.
Communicate clearly and demonstrate professionalism in a fast-paced environment.
Share knowledge of local restaurants, entertainment, sporting events, and other happenings with guests.
Handle cash responsibly and reliably.
Use computers, databases, and property management systems to perform front-desk tasks.
Interact politely and positively with guests and team members.
Fulfill guest requests, including challenging requests, in a timely manner.