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Front Desk Agent
Company : Highgate
Location : Rockville, MD, 20850
Job Type : Full Time
Date Posted : 6 January 2026
Compensation Type
HourlyHighgate Hotels
Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com
Location
Overview
The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities
- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
Qualifications
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer experience required.
- Customer Services experience preferred.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
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Frequently asked questions
Success as a Front Desk Agent in Rockville hinges on strong communication, multitasking, and computer proficiency. Familiarity with hospitality terminology and cash handling ensures smooth guest interactions, while a warm demeanor helps maintain excellent customer service in this competitive Maryland market.
At Highgate, Front Desk Agents engage with a diverse portfolio of hotels, requiring adaptability to various guest needs and promotions. The company’s focus on digital tools and revenue management means agents often utilize advanced systems to optimize occupancy and guest satisfaction.
Highgate’s extensive hospitality network offers Front Desk Agents clear pathways for advancement, including roles like Front Desk Supervisor or Manager. The company values cross-training, providing employees chances to develop skills across departments and progress within the hospitality industry.
Rockville’s thriving hospitality scene, influenced by proximity to Washington D.C., creates steady demand for Front Desk Agents. Seasonal tourism and local business travel contribute to consistent openings, although competition can be moderate due to a skilled local workforce.
Front Desk Agents in Rockville typically earn between $14 and $18 hourly, depending on experience and hotel brand. Given Highgate’s premium portfolio, compensation often skews toward the higher end, especially with added responsibilities and shift differentials.
Highgate invests in comprehensive onboarding for Front Desk Agents, emphasizing guest service excellence and familiarity with local amenities. Training includes mastering property management software and emergency protocols to ensure agents confidently address diverse guest needs.
Highgate’s Front Desk Agents benefit from cutting-edge revenue management tools and a focus on digital innovation, setting them apart. Their role extends beyond check-in duties to include strategic promotion marketing and detailed reporting, reflecting a sophisticated hospitality approach.
While previous hotel experience is preferred, Highgate considers candidates with strong customer service backgrounds and computer skills. Rockville’s diverse job market allows entry-level applicants to leverage transferable skills and receive role-specific training.
Many believe Front Desk Agents only perform check-in tasks, but the role demands multitasking, problem-solving, and revenue management awareness. It’s a dynamic position requiring proactive communication and the ability to anticipate guest needs, especially in upscale environments like Highgate.
Part-time front desk roles exist in Rockville but are less prevalent than full-time due to the demand for consistent coverage. Part-time agents often have flexible schedules but might receive fewer benefits, while full-time positions provide steadier income and growth opportunities.