Front Desk Agent

Commonwealth Hotels•Cincinnati, OH

19h•Onsite

About The Position

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

Requirements

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.
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.

Nice To Haves

Hospitality or Front Desk Experience Preferred

Responsibilities

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