Front Desk Agent

Front Desk Agent

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posted February 28, 2023

First impressions count! You set the tone for guests at arrival, during their stay, and when they leave. You enjoy interacting with people and thrive in a fast paced environment. You are Doubletree BWI!


The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.

  • Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
  • Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.
  • Reports any deviations from policies, procedures, brand standards and regulations to management.


Full - Time,  Part-Time, and On-Call Availability

Job requirements

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below. 

Education and Experience: 

  • High school education or equivalent experience.
  • Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

Skills and Abilities:

  • Ability to understand and provide friendly guest service.
  • Ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
  • Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
  • Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters.
  • Ability to follow an appropriate course of action based on policies and procedures.
  • Ability to operate a computer, calculator, phone and other office equipment.
  • Attention to details with good organizational and efficient time management skills.

What you will be doing

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a Guest Service Agent, you would be responsible for checking in and checking out guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:.

  • Respond to guest inquiries and in a timely, friendly and efficient manner
  • Provide driving and/or walking directions to guests to local destinations
  • Ensure a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events and local and community events and attractions
  • Assist fellow team members and other departments wherever necessary to maintain positive working relationships

Who this job will appeal to

At DoubleTree by Hilton, we promise to provide ths special comforts and acts of kindness that make the traveler feel human again.  This position is ideally suited to the individual who exhibits the following core values:

  • REAL: Be natural, be yourself, let your personality show. After all, guests want to interact with a real person, not a script. You follow your instincts, and look for ways to have a genuine interaction with the people you meet.
  • ATTENTIVE: A welcome is so much more than just hello. You remember people's name.  Ask how you can help. Show your concern. You always find ways to make someone's day better.
  • CHEERFUL: Be friendly. Have fun. Expect the best. People gravitate to you because they know you’re glad to have them there. You give smiles, and get a smiles in return.
  • FLEXIBLE: You know there is always more than one way to solve a problem.  You're always trying to find that little extra you can do to help.  You anticipate needs and if it can’t be done, you find an alternative.
  • THOUGHTFUL: You love to surprise! People don't have to ask you because you give cheerfully. Try to be alert for opportunities to exceed expectations. It’s all about treating others as you’d like to be treated yourself.
  • HONEST: You are sincere and walk with integrity. You create trust and loyalty by being candid and forthright.   You believe that honesty really is the best policy.
  • CARING: Our customers are at the core of everything we do. Without our guests, there is no DoubleTree by Hilton. You are always be on the lookout for ways to show how much you care about them as customers, but even more important, as individuals.
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Doubletree by Hilton Hotel Baltimore - BWI Airport

260 Room Hotel

Apply to be a member of our TPG Hotels & Resorts family,
a Top 10 Hotel Management Team and "hospitality employer of choice!"

At A Glance

The newly renovated DoubleTree by Hilton Baltimore - BWI Airport boasts a new lobby and a fully refurbished bar and restaurant. Our hotel is located in an office park, convenient to businesses in Baltimore, Maryland and Washington, DC. 

Guests can begin their visit with our signature warm Chocolate Chip Cookie. In each guest room guests will find a luxurious Sweet Dreams® bed, a spacious work area, 37-inch HDTV and complimentary WiFi. After a good night's sleep, we invite our guests to start their day with our Wake Up DoubleTree Breakfast™. We also have Eden’s Landing restaurant to sample American dishes with a regional twist for breakfast, lunch and dinner or to relax with a cocktail and an appetizer.

We are ready to host a business meeting, wedding or special event in our 10,000 sq. ft. conference center. Our experienced catering and banquet staff provide the perfect setting for any occasion. Our 24-hour business center, A/V support and complimentary WiFi in public areas help ensure a successful event.

  • Hotel rooms near BWI; complimentary shuttle to and from BWI Thurgood Marshall Airport
  • Located 8.2 miles from M & T Bank Stadium, home of the Baltimore Ravens
  • Full-service hotel restaurant near BWI airport
  • 10,000 sq. ft. of ballroom and Baltimore meeting room space
  • Multilingual staff to accommodate international travelers