Guest Services Agent |Full-Time

Hyatt Regency; Baltimore (MD); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health benefits after 30 days

Free discounted room nights

401(k) matching

Job summary

Hyatt Regency Baltimore Inner Harbor is seeking a personable Guest Service Agent to be the face of Hyatt at check-in and throughout the guest stay. You will bridge Front Desk and Bell Stand operations, ensuring prompt, accurate information and a memorable guest experience.

The role requires strong communication, a positive attitude, and the ability to work afternoons or evenings, including weekends. We offer competitive pay of $15.36/hr plus tips, plus benefits after 30 days.

Qualifications

• Must have a true desire to satisfy guests in a fast-paced environment.
• Refined verbal communication skills required.
• Able to stand for long periods and lift moderate weight.
• Availability for afternoons/evenings, weekends, and holidays.

Responsibilities

• Answer multi-line phones professionally and promptly.
• Know the software used by Front Desk and Bell Stand.
• Issue and activate room keys and assist with late checkout updates.
• Coordinate with staff to fulfill guest requests in a timely manner.
• Assist guests with luggage and local transportation arrangements.
• Provide information to guests attending sessions or conferences.

Skills

Customer service

Clear communication

Stamina

Professional appearance

Tools

Front Desk software

Job description

Organization- Hyatt Regency Baltimore Inner Harbor

Summary

At Hyatt, we care for people so they can be their best. Our commitment to care begins with you, our colleagues because you are the heart of Hyatt. We create an inclusive environment that prioritizes your well‑being, fosters growth, and helps you thrive both personally and professionally. At Hyatt, empathy is not just a value, it’s a way of life.

We are looking for a dynamic and personable Guest Service Agent to join our team. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. You'll be the face of Hyatt as Guest Services Agent. If you have worked at other Hotels as a Bell Attendant or you have an interest in Guest Services, we'd love to hear from you!

Why Choose Hyatt?

At Hyatt, your success matters. We offer:

• Competitive pay: $15.36/hr. + TIPS
• Health Benefits: Medical, dental, and vision insurance starting after just 30 days
• Perks & Discounts:
• Free and discounted room nights
• Friends & family rates at Hyatt properties
• Discounts on food and beverage
• Exclusive savings on tech, wellness apps, and more (e.g., Apple, AT&T, Headspace)
• Work-Life Balance: Paid time off, including new child leave
• Retirement Support: 401(k) matching (up to 4%) and employee stock purchase plan
• Growth Opportunities: Tuition reimbursement and robust training programs
• Everyday Conveniences: Complimentary meals for employees

What You’ll Do:

The Guest Service Agent serves as a key liaison between the Front Desk and the Bell Stand, ensuring that guests receive the highest level of service throughout their stay. This role supports both departments as needed to maintain smooth operations. It is essential that guests receive prompt, accurate, and helpful information from the Guest Service Agent to enhance their overall experience.

This is a highly visible, guest‑facing position and one of the first points of contact upon entering the property. The Guest Service Agent must be able to provide knowledgeable insight about the property and the surrounding area, assist promptly with guest inquiries and requests, and demonstrate strong problem‑solving skills to address issues effectively.

This function is a full‑time role with expectations for open availability, with PM shifts including weekends and holidays.

This position’s hourly rate is $15.36/hr. This role is eligible to earn overtime, shift differentials and premium pay under certain circumstances, tips, commissions, service charges, or incentive awards.

Position Responsibilities/ Essential Functions:

• Answer multi‑line phones in a professional and timely manner.
• Have knowledge of different software used by both Front Desk and the Bell Stand.
• Be able to issue and activate room keys – assist with updating keys for late checkouts.
• Work with other staff members and essential platforms/software throughout the different departments, to ensure that guest requests are being fulfilled in timely manners.
• Assist in accommodating special requests from guests.
• Print folios as needed for guests in assistance to the Front Desk.
• Follow all company policies and procedures: ensure uniform and personal appearance are clean and professional: maintain confidentiality of proprietary information.
• Greet guests upon arrival, in the lobby or out on the hotel driveway. Assist guests with luggage during arrival/ departure.
• Assist guests with setting up local transportation (taxis or a car service)
• Provide group information to guest attending sessions/ conferences (meeting space location, directions to BCC).
• Package deliveries to rooms.
• Be able to perform Bell Services duties in the absences of a Bell person.
• Appropriately store any luggage for guests, tag and place into bell closet.
• Management of the Business Center/ Lobby

Qualifications

• A true desire to satisfy the needs of others in a fast‑paced environment
• Refined verbal communication skills
• Must have physical stamina to lift moderate amounts of weight
• Ability to tolerate moderate amounts of walking
• Candidate must have afternoon/ evening availability including weekends andholidays
• Candidate should have professional appearance and demeanor
• Must be able to stand on feet for long periods of time, and be able to lift, push, and carry moderate amounts of weight on a consistent basis
• Proficient use of computers

Why You’ll Love Working Here:

Hyatt fosters a culture of care and inclusion where colleagues are supported to succeed. Whether it’s career advancement, industry‑leading benefits, or working with a team that values empathy and collaboration, we are ready to help you grow . If you’re ready to deliver exceptional service and exceed expectations, we’re ready for you.