Front Desk Agent

Commonwealth Hotels; Kenwood (OH); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Discounted hotel stays

401(k) match

Same day pay

Flexible spending accounts

Job summary

Residence Inn Kenwood in Ohio is seeking a Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent to welcome guests and handle check-in/check-out with care. You will manage reservations, assist guests with inquiries, and coordinate with hotel departments to ensure a smooth stay.

The role offers benefits like medical, dental and vision coverage, discounted hotel stays, and a company-match 401(k), plus Same Day Pay and flexible spending accounts.

Qualifications

• Experience in customer-facing roles in hospitality, retail, or food service.
• Strong verbal and written communication skills.
• Familiarity with computers and property management systems (PMS).
• Ability to handle guest complaints calmly and resolve issues.
• Experience balancing multiple tasks (phones, reservations, guest requests).
• Upselling hotel services or upgrades is a plus.

Responsibilities

• Assist guests with check-in and check-out efficiently.
• Manage room reservations, cancellations, and changes accurately.
• Respond to guest inquiries and requests in a timely, professional manner.
• Process payments for room charges, deposits, and incidentals.
• Coordinate with housekeeping and maintenance to fulfill guest needs.
• Provide information on hotel services and local attractions.
• Upsell rooms and amenities to enhance guest experience.
• Maintain accurate guest records in the hotel PMS.

Skills

Customer service

Interpersonal skills

Communication

Multitasking

Upselling

Hospitality experience

Education

High school diploma or equivalent

Tools

PMS / reservations systems

Job description

Join Our Team at the Residence Inn Kenwood!

The Residence Inn Kenwood is seeking a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent.

About Us

Working at the Residence Inn Kenwood offers numerous benefits, including professional growth within the globally recognized Marriott brand, access to comprehensive training, and career development opportunities. Associates enjoy competitive wages, benefits like health insurance and discounted hotel stays, and a supportive, team-oriented work environment. Located just off I-71 next to Kenwood Towne Center, our all-suite hotel offers the perfect blend of comfort and convenience for guests and a fantastic work environment for our team. As part of our growing team, you will help create memorable experiences in a vibrant setting, with amenities like a heated indoor pool, a 24-hour fitness center, and spacious suites designed to help guests feel at home. We believe in supporting our team members, offering opportunities for growth and an environment where your contributions truly matter. If you’re looking to advance your career in hospitality and be part of a dedicated and supportive team, join us at Residence Inn Kenwood.

Why This Role?

Working as a Hotel Guest Service Agent, Front Desk Agent or Front Desk Clerk at the Residence Inn Kenwood, Ohio, offers a rewarding opportunity to be part of a dynamic hospitality team. The Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk role allows you to be at the forefront of delivering exceptional service, ensuring guests have a seamless and enjoyable experience from check-in to check-out. With the hotel’s convenient location near the airport, you will interact with a diverse range of travelers, from business professionals to vacationing families, providing a chance to build strong communication and problem-solving skills.

What’s In It for You?

Comprehensive Benefits: Medical, Dental and Vision

Financial Perks: 401(k) with company match, SAME DAY PAY, and flexible spending accounts

Time Off: Vacation, Personal Days, and Holiday pay

Exclusive Discounts: Hotel, food, and beverage savings for personal travel

Professional Growth: Online training courses and Commonwealth University

Additional Support: Employee Assistance Program, jury duty leave, bereavement leave, and more

Key Responsibilities for the Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent include:

• Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

What We are Looking for in a Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent:

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred. Strong interpersonal skills and a focus on delivering exceptional service are essential.
• Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is a valuable asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• Knowledge of upselling techniques or prior experience in sales is beneficial, as many hotels encourage promoting upgrades or additional services.
• Hospitality or Front Desk Experience Preferred
• A high school diploma or equivalent
• Flexibility and Reliability: Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

Applicants should have flexibility to work weekends & holidays

Why Commonwealth Hotels?

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.

Explore Our Hotel

https://www.marriott.com/en-us/hotels/cvgkr-residence-inn-kenwood/overview/

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

Note: Join us in shaping the future of hospitality in Kenwood, Ohio!