Guest Service Agent - Hilton Baltimore Inner Harbor

Hilton•Baltimore, MD

About The Position

The Guest Service Agent delivers a warm and memorable hospitality experience by managing guest arrivals and departures, responding to requests and concerns, and sharing information about the hotel and its local area. The role includes checking guests in and out, processing payments, promoting hotel services, and managing guest communications.

Requirements

Demonstrate a passion for hospitality.
Act with integrity and do the right thing.
Inspire others through leadership.
Work effectively as part of a team.
Demonstrate ownership and accountability.
Bring urgency and discipline to the work.

Responsibilities

Greet arriving guests and complete check-in procedures, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance.
Process guest check-outs by verifying charges, handling payments, issuing receipts, and accurately using the point-of-sale system.
Provide information about hotel offerings, room types, rates, promotions, and the local area to answer guest inquiries.
Recommend hotel amenities and use up-selling techniques to maximize room and service revenue.
Respond to guest requests, resolve concerns with care and urgency, and manage messages and communications.

Benefits

Access to 110 nights of discounted travel, with hotel room rates as low as $40 per night through the Go Hilton travel program.
Employee stock purchase program allowing eligible employees to purchase Hilton shares at a 15% discount.
Paid parental leave for eligible Team Members, including partners and adoptive parents.
Caregiving concierge services.
Crisis Concierge support.
Free counseling and support through the Employee Assistance Program for eligible Team Members.
Paid time off.
Health plans, including dental and vision coverage.
Retirement plans.

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