Amway Grand Plaza Front Desk Agent

ahcexternalsite; Grand Rapids (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, dental & vision benefits

401K

Paid vacation

Discounted downtown parking

Free employee meals

Hotel and restaurant discounts

Job summary

The Amway Grand Plaza Hotel, part of AHC Hospitality, is seeking a Front Desk Associate to be the first contact for guests, handling phones, check-ins/outs, and concierge tasks to ensure a memorable stay.

This full-time role offers varied hours 1st and 2nd shifts with weekend availability and benefits including medical, dental, vision, 401K, paid vacation, parking and employee meals.

Qualifications

• Prior front desk or guest services experience preferred.
• Experience with hotel front office systems.
• Strong communication and organizational skills.

Responsibilities

• Greet guests and manage check-ins/outs.
• Answer phones and assist with concierge tasks.
• Provide local area information and assist guests.

Skills

Customer service

Phone handling

Multitasking

Professional communication

Guest relations

Education

College Hospitality program experience preferred

Related experience preferred

Tools

OnQ lodging system

Kipsu

Nor1 eStandby

Volante

Outlook

HotSOS

Job description

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.

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.
• Operate all other required Front Office systems, as needed, including Kipsu guest messaging, Nor1 eStandby, Volante, Outlook email, and HotSOS
• 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

While performing duties of the job:

• Is required to stand for long periods of time
• Is required to reach and bend to retrieve items
• Is required occasionally lift up to 25 pounds
• Is required to verbally communicate and listen