Amway Grand Plaza Front Office Agent

AHC Hospitality; Grand Rapids (MI); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Full benefits (medical, dental & V

401K

Paid vacation

Discounted downtown parking

Free employee meals

Worldwide hotel discounts

Restaurant discounts

Job summary

AHC Hospitality in Grand Rapids is seeking a Front Desk Specialist to deliver top-tier guest service at the Front Desk, PBX, and occasionally Bellstand. The role supports a diverse guest mix and promotes exceptional experiences across properties.

This full-time position requires weekend availability and offers comprehensive benefits. You will operate the OnQ system, handle check-ins/outs, manage calls, and collaborate with multiple hotel departments to maintain high standards.

Qualifications

• High school diploma or equivalent required.
• Related experience is preferred.
• Certified Tourism Ambassador (CTA) certification preferred.

Responsibilities

• Operate Hilton's OnQ Property Management System.
• Check-in and checkout large volume of guests.
• Manage phone calls from guestrooms/outside lines.
• Follow cash handling/banking procedures.
• Resolve guest concerns at first contact.
• Attend departmental meetings.
• Follow AHC handbook policies and standard operating procedures.
• Actively work to provide guest service beyond expectations.
• Maintain communication with various hotel departments and outlets.
• Provide basic knowledge of Grand Rapids area (directions, dining, shopping).
• Ensure service quality meets management standards and policies.
• Read the Daily Beat and VIP Report daily.
• Use other AHC hotels and staff as resources.
• Complete daily responsibilities/cleaning task list.
• Report unusual behavior or issues to management.
• Daily check-in/out.
• Answer phone calls.
• Follow a checklist and all procedures.
• Handling confidential guest information.
• Follow hotel green policies.
• Ensure trash/recyclables are taken out.
• Follow AHC guest service standards.
• Work with department staff and follow rules.
• Any other responsibilities requested by leadership.

Skills

Stand for 8 hours

Education

High school diploma or equivalent

CTA certification (preferred)

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 requiring weekend availability. This is a varying shift position between (7am-3pm, or 3pm-11pm).

This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, worldwide hotel discounts, restaurant discounts and more.

SUMMARY:

This role provides the highest level of service for all our guests at the Front Desk, PBX, and occasionally, Bellstand, as needed. While working efficiently and effectively this position displays above and beyond care for all associates and guests that they may come in contact with, while maintaining a professional manner.

ESSENTIAL FUNCTIONS:

- Operate Hilton's OnQ Property Management System.
- Check-in and checkout large volume of guests.
- Manage phone calls from guestrooms/outside lines.
- Follow cash handling/banking outlined by Accounting.
- Resolve guest concerns at first contact.
- Attend departmental meetings.
- Follow AHC handbook policies and standard operating procedures.
- Actively working, always looking for ways to assists guests and going above and beyond to provide guest service.
- Maintain active and open communication with various hotel departments and outlets; Guest Services, Housekeeping, Engineering, etc.
- Provide basic knowledge of Grand Rapids area; such as, directions, dining or shopping recommendations, for example
- Ensuring the quality and level of service that the General Manager, Director of Rooms, Front Office leadership and Guests expect is excellent and follows our company standards and policies.
- Reads or listens to the Daily Beat and VIP Report each day.
- Uses other AHC hotels and staff as resources.
- Complete all daily responsibilities/cleaning task list.
- Reporting any unusual behavior or issues to management.
- Daily check-in/out.
- Answering phone calls.
- Following a checklist and all procedures.
- Handling confidential guest information.
- Follow our hotel green policies.
- Ensure trash/recyclables are taken out.
- Follow AHC guest service standards.
- Actively work with department staff, while following all departmental rules.
- Any other additional responsibilities that may be asked by General Manager, Director of Rooms or Front Office Leadership.

REQUIRED SKILLS:

- Must be able to stand for 8 hours.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION & EXPERIENCE:

- High school diploma or equivalent required
- Related experience is preferred.
- Certified Tourism Ambassador (CTA) certification, preferred

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the associate:
- Is regularly required to stand and walk.
- Is required to use hands and fingers to handle or feel objects.
- Is required to frequently reach with hands and arms
- Is regularly required to talk or listen.
- Must occasionally lift and/or move up to 25 pounds

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