Amway Grand Plaza Front Desk Agent - Full Time

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown – and start your unstoppable career here.

This is a full time position with varied hours between 1st and 2nd shift. Weekend availability required. Starting wage $16.50. This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more.

SUMMARY

As a Front Desk Associate at the Amway Grand Plaza Hotel, this role will be the first point of contact for guests, delivering exceptional service to ensure a memorable stay. Responsibilities include, but are not limited to, answering phones, managing a high volume of guest check-ins and check-outs, providing concierge services, and occasionally assisting the bellstand. We are looking for a professional, guest-oriented individual who is committed to going above and beyond to provide the best possible experience for our guests.

ESSENTIAL FUNCTIONS

• Operate the OnQ lodging system to manage guest information and transactions.

• Handle high volumes of guest check-ins and check-outs efficiently.
• Manage all incoming phone calls, including guestroom, external, and internal calls.
• Maintain advanced knowledge of Grand Rapids and the surrounding area to assist guests.
• Possess general knowledge of booking reservations and hotel availability.
• Build and maintain strong relationships with guests, ensuring a personalized experience.
• Identify and recommend opportunities to enhance the guest experience.
• Resolve guest concerns promptly, ensuring satisfaction at first contact.
• Stay informed with advanced knowledge of hotel outlets and operations.
• Adhere to cash handling and banking procedures.
• Attend and participate in departmental meetings.
• Follow the AHC handbook policies and standard operating procedures.
• Be proactive in assisting guests and always strive to exceed guest service expectations.
• Ensure guest needs are met by assisting Housekeeping and Bellstand when needed.
• Ensure the quality and level of service expected by the General Manager, Director of Rooms, Front Office Leadership, and guests are consistently excellent and aligned with company standards.
• Properly communicate with other AHC hotels and staff as resources when needed.
• Complete all daily responsibilities, including the cleaning and daily checklist tasks.
• Report any unusual behavior or issues to management promptly.
• Adhere by the Front Office Culture and maintain positivity, inclusivity, collaboration, and encouragement with fellow team members and guests.

REQUIRED SKILLS

• Answering and assisting guest calls from internal and external guests and our central reservations while maintaining professionalism
• Ability to efficiently handle multiple tasks or duties simultaneously all while maintaining a high level of service and professionalism.
• Proficiency in managing daily check-ins and check-outs.
• Ability to follow checklists and adhere to all hotel procedures.
• Maintain the confidentiality of guest information at all times.
• Commitment to following the hotel's green policies and sustainability practices.
• Consistently adhere to AHC guest service standards.
• Ability to collaborate effectively with department staff and follow all departmental rules.
• Flexibility to take on additional responsibilities as requested by the General Manager, Manager on Duty, or Supervisor.

EDUCATION AND EXPERIENCE

• College Hospitality program experience preferred
• Related experience is preferred

PHYSICAL REQUIREMENTS