Front Desk 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 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, with amenities like a heated indoor pool, a 24-hour fitness center, and spacious suites designed to help guests feel at home.

Why This Role?

This role offers a rewarding opportunity to be part of a dynamic hospitality team at the forefront of delivering exceptional service. You will interact with a diverse range of travelers, from business professionals to vacationing families, building strong communication and problem-solving skills in a vibrant setting.

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Same-day pay and flexible spending accounts
• Vacation, personal days, and holiday pay
• Exclusive hotel, food, and beverage discounts for personal travel
• Online training courses and professional development opportunities
• Employee Assistance Program
• Jury duty leave and bereavement leave

Responsibilities

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

Requirements

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is preferred
• Strong interpersonal skills and a focus on delivering exceptional service
• Familiarity with computers and software systems, especially reservation or property management systems (PMS)
• Strong verbal and written communication skills for professional interactions with guests and team members
• Experience handling guest complaints or resolving conflicts calmly and effectively
• Ability to manage multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously
• Knowledge of upselling techniques or prior experience in sales is beneficial
• Hospitality or front desk experience preferred
• High school diploma or equivalent
• Flexibility to work weekends, holidays, and irregular hours, including evenings

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for exceptional guest and associate satisfaction, market premiums, and superior ROI.