Guest Services Agent | Hilton BWI Baltimore | Linthicum, MD

PM Hotel Group; Linthicum (MD); On-site; USD 30,000 - 40,000; Part time

Job summary

An established industry player in hospitality is seeking a Guest Services Agent to enhance guest experiences at their Linthicum location. This part-time role involves greeting guests, managing check-ins and check-outs, and ensuring satisfaction through exceptional customer service. Ideal candidates will possess strong communication skills, a knack for problem-solving, and a commitment to maintaining professionalism. Join a dynamic team where your contributions will directly impact guest satisfaction and create memorable experiences in a fast-paced environment.

Qualifications

• Must communicate effectively in English and maintain professionalism.
• Ability to handle mathematical calculations accurately.

Responsibilities

• Greet and register guests, providing prompt and courteous service.
• Close guest accounts at check-out and ascertain satisfaction.

Skills

Customer Service

Communication Skills

Mathematical Calculations

Problem Solving

Education

High School Diploma

Job description

Guest Services Agent | Hilton BWI Baltimore | Linthicum, MD

Job Category: Front Desk

Requisition Number: GUEST016372

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• Posted: April 29, 2025
• Part-Time

Locations

Showing 1 location

Hilton Balt/BWI Airport
1739 W Nursery Rd
Linthicum Heights, MD 21090, USA

Job Responsibilities

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet PM Hotel Group and brand standards of quality.

Summary of Essential Job Functions:

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent details, promoting marketing programs, making room selections based on guest needs, coding electronic keys, and providing welcome folders.
3. Verify and imprint credit cards for authorization, handle cash, make change, and balance the house bank. Accept various payment methods and convert foreign currency. Post charges to guest rooms and house accounts.
4. Answer the telephone promptly, input messages, retrieve and communicate messages, and handle mail, packages, and facsimiles.
5. Close guest accounts at check-out, ascertain satisfaction, and negotiate resolutions if needed.
6. File guest complaints, conduct research, and develop effective solutions. Remain calm during emergencies and busy periods, using judgment and discretion.
7. Comply with attendance rules and perform other duties as assigned.

Abilities Required

Must communicate effectively in English, maintain professionalism, be a team player, and handle mathematical calculations accurately. Ability to deal tactfully with customers, stand and move throughout the front office, input information accurately, observe emergency signs, and establish good working relationships.

Customer Satisfaction

Providing positive interactions and courteous service is essential for a positive guest experience. All staff are guest relations ambassadors.

Work Habits

Work procedures, dress, grooming, punctuality, and attendance should meet or exceed hotel standards. Be adaptable, willing to learn, solve routine problems, and seek help when needed.

Safety & Security

Adhere to hotel security policies, especially regarding key controls, lifting, chemicals, and safety hazards.

Note

This description covers essential functions and may be updated at the company's discretion. It does not constitute a contract, and employment remains at-will.