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Guest Services Agent

Posted May 6, 2021

Hotel Revival
Baltimore, MD

About This Job


At Joie de Vivre, a Hyatt brand, we believe our guests select us because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences. As a member of Hotel Revival, the Guest  Services Agent  is a highly visible role. This position reports to the Director of  Rooms.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.


Responsibilities Include but not limited to:

• Resolve guest complaints, ensuring guest satisfaction.

• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

• Maintain positive guest relations at all times.

• Resolve guest complaints, ensuring guest satisfaction.

• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.

• Obtain assigned bank and ensure accuracy of contracted monies.

• Keep bank secure at all times.

• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

• Process all guest check-ins.

• Verify registration card information with the guest.

• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

• Direct Bell Person to escort guest and transport their luggage to the room.

• Handle overbooked or walked in guests.

• Accept and record wake-up call requests.

• Monitor, send and distribute guest faxes.

• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

• Resolve discrepancies on the room status report with Housekeeping.

• Process all check-outs.

• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.



  • A true desire to satisfy the needs of others in a fast paced environment.
  • Refined verbal and written communication skills
  • Ability to stand for long periods of time.
  •  High School Graduate or General Education Degree (GED)
  •  One year previous experience in a similar position in a hotel
  •  Opera experience preferred
  • HotSos experience preferred
  • Basic computer skills required.



Use your past hotel job experience to make a difference at Hyatt.  For immediate consideration for the Front Office Agent position, click Apply Now and complete an application for the Front Office Associate position on the Hyatt Careers Site!

About this Employer

Hotel Revival

101 West Monument Street
Baltimore, MD 21201

(410) 727-7101

107 Room Hotel

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Our Hotel

Rich with history and as bold in spirit as Charm City itself, Hotel Revival is Baltimore’s only boutique art hotel. Nestled in the heart of Baltimore’s historic Mount Vernon neighborhood and less than a mile from Penn Station, the 107-room, 14-story boutique hotel serves as a community gathering place, and contributes to the renewal of the area through a vibrant guest experience, thoughtful design, new restaurants and signature bars. The newly renovated hotel features distinctive art and stunning monument and city views. From all-local craft beer to a local art program, Hotel Revival embraces and embodies all that is Baltimore.


For us, hotels aren't simply places to sleep, they're places where dreams are born.

We encourage team members who are part of our boutique hotel group to make their mark through community service and working to save the environment.