Front Desk Agent

Commonwealth Hotels; Erlanger (KY); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Exclusive Discounts on hotel, food, and beverages

Professional growth with online training courses

Employee Assistance Program, jury duty leaves, and bereavement leave

Job summary

Commonwealth Hotels is hiring a full-time Hotel Guest Service Agent at the Residence Inn by Marriott Cincinnati Airport in Erlanger, Kentucky. You will be part of a dynamic team, ensuring guests have a seamless experience from check-in to check-out, delivering exceptional service.

This role requires strong communication and problem-solving skills, as well as prior customer-facing experience. Join us for a rewarding career opportunity with professional growth opportunities.

Qualifications

• Previous experience in customer-facing roles such as hospitality, retail, or food service.
• Strong verbal and written communication skills.
• Experience handling guest complaints calmly and effectively.

Responsibilities

• Assisting guests efficiently during check-in and check-out.
• Managing reservations, cancellations, and modifications accurately.
• Responding promptly to guest inquiries and requests.

Skills

Exceptional customer service

Strong communication skills

Problem-solving abilities

Interpersonal skills

Education

High school diploma or equivalent

Tools

Property management system (PMS)

Job description

Join Our Team at the Residence Inn by Marriott Cincinnati Airport

The Residence Inn by Marriott Cincinnati Airport, Erlanger, Kentucky, is located just a mile from CVG Airport and 10 minutes from downtown Cincinnati. We offer a home‑like atmosphere for guests and team members in a convenient location near major companies such as Amazon, Bosch, and P&G.

Why This Role?

As a full‑time Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent, you will be part of a dynamic hospitality team. You will deliver exceptional service and ensure guests have a seamless experience from check‑in to check‑out, working with a diverse range of travelers and building strong communication and problem‑solving skills.

What’s In It for You?

• Exclusive Discounts: Hotel, food, and beverage savings for personal travel
• Professional Growth: Online training courses
• Additional Support: Employee Assistance Program, jury duty leaves, bereavement leave, and more

Key Responsibilities

• Guest Check‑In and Check‑Out: Assisting guests efficiently to ensure a smooth experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests.
• Payment Processing: Managing room charges, deposits, and refunds while maintaining accuracy and compliance.
• Communication Hub: Coordinating with other departments, such as housekeeping and maintenance, to resolve issues promptly.
• Providing Information: Offering details about hotel services, amenities, local attractions and transportation options.
• Problem‑Solving: Resolving guest concerns and escalating issues when necessary.
• Maintaining Records: Keeping accurate and organized records in the property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting amenities such as dining options or event spaces.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property.

Qualifications

• Previous experience in customer‑facing roles such as hospitality, retail, or food service.
• Strong interpersonal skills with a focus on exceptional service.
• Familiarity with computers and software systems, especially reservation or PMS.
• Strong verbal and written communication skills.
• Experience handling guest complaints or resolving conflicts calmly and effectively.
• Experience managing multiple tasks, e.g. answering phones, processing reservations, assisting guests simultaneously.
• Hospitality or Front Desk Experience (Preferred).
• A high school diploma or equivalent.
• Experience working irregular hours, such as evenings, weekends, or holidays.
• Flexibility to work weekends and holidays.

Equal Opportunity Employment

At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merits, and business needs.