Lead Front Desk; Unaccompanied Housing

Overview

This position is located at the Unaccompanied Housing. This position will perform front desk functions for the lodging program. Accepting applications. Open & closing dates: 01/06/2026 to 01/18/2026.

Salary: $22.50 to $25 per hour. Pay scale & grade: NF 2.

Location:

Bethesda, MD (2 vacancies).

Remote job:
No. Telework eligible:
No.

Travel Required:

Not required. Relocation expenses reimbursed:
No. Appointment type:
Permanent.

Work schedule:

Full-time - Eligible for benefits. Work schedule includes weekends and holidays. Service:
Competitive. Promotion potential:
None. Supervisory status:
No. Security clearance: [not specified]. Drug test:
No. Position sensitivity and risk: [not specified].

Leads three or more associates in the daily operations of the Front Desk, reservations and guest services. May lead Front Desk Associates, Night Auditor and Group Coordinator.

May be required to act as supervisor in absence. May endorse leave requests and input to work schedules. Reports to supervisor on performance, progress and training needs of employees, and on behavior problems of employees.

Ensures security measures are maintained at all times. Ensures guest privacy is maintained by monitoring business transactions of Front Desk Associates. Monitors and trains to ensure associates provide a welcoming manner and positive attitude; demonstrates effective communication skills; professionally interacts with guests; answers guest questions concerning hotel facilities; and provides information about local attractions.

Provides training and assistance in handling customer complaints. Reports status and involves management as necessary. Serves as the point of contact for resolving administrative problems. Provides guidance, reviews workload and routine operational issues, and complaints related to front desk operations & reservations.

Monitors room availability, registers, and assigns rooms to guests; issues room keys or cards; transmits and receives messages; keeps records of occupied rooms and guest accounts; makes and confirms reservations; presents statements and collects payments as necessary. Receives requests and processes reservations within established guidelines. When rooms are not available, provides a CNA and/or alternative lodging in the area.

Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested, verify registration information, and secure a credit card for incidental expenses. Provides guests with their room key or card.

May be required to check DV/VIP rooms prior to guest arrival and coordinate group registration and check-out using the PMS. Establishes direct bills and liaises with front desk staff and CSSO with billing questions. May run and print PMS reports (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit).

Answers phones, transfers calls, and responds to guest questions. Receives and accounts for a change fund. Prepares Close Bank Report and deposits cash receipts at shift end. Maintains accountability of room keys and inventory; keeps front desk and lobby area clean. Reconciles room status with housekeeping and coordinates with housekeeping and maintenance to ensure rooms are ready.

May train new front desk associates and provide coaching as required.

Conditions of employment

• Must have salary sent to a financial institution by Direct Deposit/EFT
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment
• May be required to work weekends and holidays, rotating shifts, overtime as needed to meet mission requirements

Qualifications

Requires 6 months (1 year preferred) of work experience demonstrating knowledge of basic principles, concepts, standards, regulations and administration related to customer service, reservations and/or front desk operations. Must understand the daily operation of a hotel and have working knowledge using automated PMS. Must be skilled in PC use and various software programs. Must possess basic math and reading skills. Must be able to communicate clearly in English.

A…