Job Description
Join the prestigious Baltimore Grand Hotel, where luxury meets Southern charm. We're seeking a dedicated Front Desk Agent to deliver exceptional guest experiences in our historic downtown location. As the first point of contact, you'll embody our commitment to hospitality while managing seamless check-in/check-out processes. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in Baltimore's premier hospitality destination.
Responsibilities
- Deliver personalized guest services including check-in/check-out, room assignments, and concierge assistance
- Manage reservation systems, handle billing inquiries, and resolve guest concerns promptly
- Collaborate with housekeeping, maintenance, and F&B teams to ensure operational excellence
- Maintain accurate guest records and confidential information per brand standards
- Upsell hotel amenities, dining options, and special packages to enhance revenue
- Monitor security protocols and emergency procedures
- Train and mentor new team members on service standards
Qualifications
- 2+ years of hotel front desk or high-end customer service experience
- Proficiency in property management systems (Opera, Delphi, or similar)
- Exceptional communication and conflict resolution skills
- Ability to work flexible shifts including nights, weekends, and holidays
- Valid Maryland hospitality certification preferred
- Fluency in English; Spanish language skills a plus
- Strong attention to detail and multitasking abilities
- Proven ability to thrive in fast-paced luxury environments