Guest Service Agent

DoubleTree by Hilton; Pikesville (MD); On-site; USD 28,000 - 34,000; Full time

Job summary

Doubletree Pikesville is seeking a Guest Service Agent to warmly greet guests, manage check-in and check-out, and handle reservations with professional, friendly service. You will respond to inquiries, provide information on local attractions, and coordinate with housekeeping to ensure room readiness.

Strong communication, attention to detail, and the ability to multitask in a fast-paced hospitality environment are essential.

Qualifications

• High school diploma or equivalent required.
• Hospitality degree preferred.
• Previous customer service or hospitality experience preferred.

Responsibilities

• Greet guests and perform efficient check-in/check-out.
• Manage room reservations using PMS.
• Respond to guest inquiries, requests, and complaints promptly.
• Provide information on hotel amenities, services, and local attractions.
• Handle billing and cash transactions accurately.
• Coordinate with housekeeping and maintenance for room readiness.
• Answer calls, emails, and other guest communications.
• Maintain accurate guest records and front office documentation.
• Upsell rooms and hotel services when appropriate.
• Support overall front office operations as needed.

Skills

Customer service

Guest engagement

Communication

Interpersonal skills

Time management

Teamwork

Education

High school diploma

Hospitality degree (preferred)

Tools

PMS reservations

Job description

Doubletree Pikesville, 1726 Reisterstown Rd, Pikesville, Maryland, United States of America

Job Description

Posted Tuesday, August 18, 2026 at 4:00 AM | Expires Saturday, September 19, 2026 at 3:59 AM

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

Property, if applicable

Property Specific

FLSA

Non-Exempt

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.

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).

Doubletree Pikesville, 1726 Reisterstown Rd, Pikesville, Maryland, United States of America