Guest Services Agent Jobs

Lord Baltimore Hotel

Location:
United States, Baltimore

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Guest Services Agent (GSA) for the Lord Baltimore Hotel is an hourly nonexempt position, reporting to the Operations Manager. The GSA must possess impeccable costumer service skills and love interacting with people. Whether it be face to face, via phone or online, the GSA must always be professional and courteous and ensures guest satisfaction from arrival to departure. The GSA must be knowledgeable about the hotel’s property, rooms, maintenance, and its amenities. The GSA responds to guest inquiries and seeks out answers if they do not have the information. The GSA is knowledgeable about points of interest, promotions and events happening in the area. The GSA for the Lord Baltimore is the “face” of the hotel and provides the highest standards of service.

Job Responsibility:

Greet and assist guests with reservations, confirmations, special requests, etc.
Perform all check-in and check-out tasks
Manage online and phone reservations
Inform customers about payment methods and verify their credit card data
Register guests collecting necessary information (like contact details and exact dates of their stay)
Welcome guests upon their arrival and assign rooms
Provide information about the hotel, its policies, available rooms, rates and amenities
Respond to clients’ complaints in a timely and professional manner
Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs
Confirm group reservations and arrange personalized services for VIP customers and event attendees, such as wedding guests, conference attendees, etc.
Upsell additional facilities and services, when appropriate
Maintain updated records of bookings and payments
Maintain knowledge of current operating schedules for outlets, dining options, hotel activities as well as activities and events in the area
Maintain accurate accounting of assigned cash bank
Post charges to guest accounts as designated
Facilitate guest departures by providing accurate statements and collecting payments due
Other duties as assigned

Requirements:

High School Diploma or equivalent
A minimum of two years previous guest service and reservations experience required
Outstanding customer service skills
People person
Flexible Schedule for various shifts including evenings, weekends and holidays
Excellent written, verbal communication and organizational skills
Excellent computer skills with previous OPERA experience strongly preferred
Work experience as a Hotel Front Desk Agent, Receptionist or similar role
Understanding of how travel planning websites operate, like Booking and TripAdvisor

What we offer:

Daily complimentary lunch/dinner (depending on your shift)
Employee discounts and more

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Services Agent