Front Desk Agent

At Hotel Commonwealth, nestled in the heart of Fenway, we start with a simple belief: every guest’s story is unique, and so is the way we serve them. Our approach isn’t scripted, printed, or tucked away in a handbook—it’s woven into the DNA of who we are. Here, unscripted hospitality is more than a phrase; it’s how we turn every interaction into something memorable, authentic, and entirely our own.

From our stylish rooms and extraordinary suites to the coveted views of Fenway Park, every corner of our hotel radiates legendary urban charm. We invite you to share your love for Boston—its vibrancy, quirks, and endless energy—with our guests. Our team thrives on details, delights in exceeding expectations, and takes pride in being unmatched hosts to travelers from across the globe.

This is more than just a role—it’s a chance to bring fresh perspective, creative flair, and new ideas to an already celebrated hotel. Together, we create experiences guests will never forget, and moments we’ll be proud of long after they’ve checked out.

At Hotel Commonwealth, every guest interaction carries the warmth of a genuinely local, independently spirited hotel. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. In this role, every decision contributes to the guest experience that has made Hotel Commonwealth a Kenmore Square institution. 

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested. 
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell. 
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. 
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue. 
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone. 
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service. 
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. 
• Maintains a friendly, cheerful and courteous demeanor at all times. 
• •  

OTHER RESPONSIBILITIES 

• All other duties as assigned, requested or deemed necessary by management. 

SUPERVISORY DUTIES 

• None 

BEHAVIORAL FOCUS 

At Sage Hospitality, how we work matters just as much as what we do. We are guided by a shared purpose to enrich lives, one experience at a time, and a vision to redefine how the world experiences hospitality. 

At Hotel Commonwealth, we embrace: 

• Fenway's Front Row - Official Hotel of the Boston Red Sox with unmatched proximity to the ballpark 
• Kenmore Square Cornerstone - Credited with anchoring the neighborhood's revival since 2000 
• Independent Luxury Spirit - No-brand-flag freedom to curate, create, and constantly evolve 
• Culinary Destination Identity - Blue Ribbon Sushi, Row 34, and a cocktail culture that draws locals 
• Warm, Expert Local Ambassadorship - Staff deeply connected to BU, the neighborhood, and the city 
• •  

All associates play an essential role in creating welcoming, inclusive environments where kindness, hospitality, and excellence are felt by guests and teams alike. These brandings reflect the unique spirit of Hotel Commonwealth and align with Sage Hospitality's commitment to genuine, meaningful connection. 

Education/Formal Training 

• High School diploma or equivalent 

Qualifications 

• None required 

Knowledge/Skills 

• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems. 

• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. 

• Must be fluent in oral and written English. 

• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. 

• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. 

Physical Demands 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to read written communiques and monochrome computer screen. 

• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. 

• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. 

• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing. 

• Mobility - must be able to reach all areas of hotel to assist clients. 

• Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs. 

Environment 

• Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95% 

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. May perform other duties as assigned.