What are the responsibilities and job description for the Guest Services Agent position at ARUNDEL MILLS OFFICE LLC?
At Home2 Suites by Hilton Arundel Mills BWI Airport, we’re looking for a Guest Services Agent who enjoys helping people, thrives in a fast-paced environment, and understands that the front desk is more than a transaction—it’s often the first and last impression of a guest’s stay.
If you’re someone who notices details, enjoys solving problems, stays calm under pressure, and can shift seamlessly from welcoming a family on vacation to assisting a tired business traveler, we’d love to meet you.
What You’ll Be Doing
No two shifts are exactly alike, but your day may include:
- Welcoming guests with warmth, professionalism, and genuine hospitality
- Checking guests in and out efficiently while creating a positive first impression
- Assisting with reservations, room assignments, special requests, and guest questions
- Handling guest concerns with empathy, patience, and urgency
- Communicating clearly with housekeeping, maintenance, and fellow team members to ensure a smooth guest experience
- Processing payments accurately and following hotel security/payment procedures
- Answering phones, assisting with shuttle questions, directions, hotel amenities, and local recommendations
- Monitoring lobby presentation and helping maintain a clean, welcoming front desk environment
- Supporting loyalty recognition and creating thoughtful guest interactions
- Helping prevent problems before they become guest issues through attention to detail and proactive communication
Who You Are
You might be a great fit if you:
- Genuinely enjoy working with people
- Stay composed when things get busy
- Are dependable, punctual, and team-oriented
- Have strong communication skills
- Notice details others might miss
- Can confidently multitask without losing your warmth
- Take pride in solving problems rather than passing them along
- Are comfortable using computers and learning hotel systems
Experience We’d Love (But Can Teach)
- Hotel front desk experience is a plus
- Hilton experience is a bonus
- Customer service experience
- Cash handling or payment processing experience helpful
- Experience working evenings, weekends, or in hospitality environments preferred
A Few Things to Know
Hospitality is a 24/7 business, so flexibility matters.
This role requires someone who is dependable, adaptable, and ready to support the team during busy periods, weekends, holidays, and changing guest needs.
Most importantly, we’re looking for someone who genuinely enjoys creating a welcoming environment—for guests and coworkers.
Why Guests Remember Great Hotels
It’s rarely because of the lobby furniture.
It’s because of how they were treated.
If you’re the kind of person who naturally makes people feel seen, heard, and welcome, we’d love to hear from you.