Front Desk Agent

The Hotel at Arundel Preserve is the premier independent hotel in the BWI/Hanover market, close to Columbia, Baltimore, Annapolis, and Washington DC. As an upscale property with two unique full-service restaurants, an extensive fitness center, an indoor pool, and 12,000 sq. ft. of meeting space, it caters to business travelers, leisure guests, and groups. We host high-end weddings and corporate events, focusing on delivering highly personalized service to all guests.

About the role

Join our front desk team, the heart of our hotel, where most guest interactions occur. As a Front Desk Agent, you will be the first point of contact for guests, ensuring a warm and welcoming experience from arrival. Your role is pivotal in creating a positive impression and providing exceptional customer service.

Responsibilities

• Greet and welcome guests with a friendly and professional demeanor.
• Efficiently manage the check-in and check-out process, ensuring accuracy and attention to detail.
• Handle room reservations, cancellations, and modifications with precision.
• Respond to guest inquiries and requests promptly, offering assistance and information about hotel services and local attractions.
• Address and resolve guest complaints and issues courteously and efficiently.
• Process payments and maintain accurate records of transactions.
• Maintain clear and effective communication with other hotel departments to ensure seamless guest experiences.
• Update and maintain guest information and room availability in the hotel management system.
• Ensure the safety and security of guests by adhering to hotel policies and procedures.

Requirements

• 2 years of experience in a front desk position.
• Ability to thrive in a fast-paced, guest-focused environment while managing multiple priorities efficiently.
• Strong interpersonal and communication skills with a focus on customer satisfaction.
• Maintain professionalism, composure, and sound judgment in high-pressure or challenging situations.
• High level of accuracy and attention to detail in all tasks.
• Proficiency in using hotel management software and basic computer skills.
• Ability to remain standing for extended periods and occasionally lift, carry, push, or pull up to 25–35 pounds.
• Willingness to work various shifts, including weekends and holidays.

Additional Responsibilities

• The hotel operates 24/7, requiring department schedules to adapt to varying business demands. Employees may need to work shifts outside their preferred or usual hours.
• Compliance with all hotel-established work rules, procedures, and policies, including those outlined in the employee handbook.

Pay

$16.00 - $17.50 per hour (experience-based compensation).

Benefits

Donohoe Hospitality Services offers a comprehensive benefits package, including:

• Health, dental, and vision insurance.
• Leaves of absence and retirement plans.
• Paid time off.
• Hotel room discounts.
• Daily pay access, allowing you to receive earnings on the same day you work.

Minimum 32 hours per week required to qualify for benefits.