Front Desk Agent

Hotel Front Desk Agent

Best Western Premier Rockville Hotel & Suites is seeking a dependable and customer-focused Front Desk Agent to join our team. We are looking for someone who takes initiative, notices what needs to be done, and can work independently without needing constant direction.

The ideal candidate is professional, detail-oriented, responsible, and able to remain calm while solving guest concerns. Because the front desk communicates with nearly every hotel department, strong communication and teamwork are essential.

Responsibilities

• Welcome guests and provide friendly, professional customer service
• Complete guest check-ins and check-outs accurately and efficiently
• Answer incoming telephone calls and direct calls or take detailed messages
• Respond to guest questions and provide accurate information about the hotel
• Address and resolve guest concerns professionally
• Document incidents, guest requests, and important information
• Prepare clear, accurate, and detailed shift reports for the next team member
• Communicate effectively with housekeeping, maintenance, management, and other departments
• Monitor the front desk and lobby and take initiative when something needs attention
• Learn and use the hotel’s property-management and reservation systems
• Handle payments, room assignments, reservations, and guest information carefully and accurately
• Follow hotel procedures and protect confidential guest information
• Complete assigned front-desk tasks and assist with other responsibilities as needed

Qualifications

• Must be fluent in spoken and written English
• Bilingual English and Spanish is a plus
• Excellent customer-service and communication skills
• Reliable, responsible, and punctual
• Detail-oriented and able to document information accurately
• Able to take initiative and work without constant supervision
• Fast learner who can understand and follow hotel procedures
• Strong problem-solving skills and sound professional judgment
• Comfortable answering phones and communicating with guests in person
• Able to remain patient and professional during busy or challenging situations
• Able to work cooperatively with team members and other hotel departments
• Previous hotel, front-desk, or customer-service experience is preferred

Schedule and Availability

Our front desk operates 24 hours a day using the following shifts:

• First shift: 6:30 AM - 2:30 AM
• Second shift: 2:30 PM- 10:30 PM
• Overnight audit: 10:30 PM - 6:30 AM

This position does not have a fixed weekly schedule. Employees may be scheduled for first or second shift depending on their availability, the rest of the team’s availability, and the hotel’s staffing needs. Applicants should clearly indicate which shifts they are available to work.

Weekend and holiday availability is required.

We are looking for someone who can be counted on to arrive as scheduled, communicate important information, resolve problems, and provide every guest with professional and attentive service.

Pay: From $18.00 per hour

Work Location: In person