Amway Grand Plaza Rooms Controller

ahcexternalsite; Grand Rapids (MI); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

401K

Paid vacation

Discounted parking

Employee meals

Job summary

AHC Hospitality is seeking a front desk leadership professional to oversee guest services across the front office, including Concierge, PBX and Bell Stand. You will guide front desk agents to deliver exceptional experiences while upholding company standards.

This full-time role requires weekend availability and strong budget awareness, with high school diploma required and a college degree preferred. Previous OnQ PMS experience is a plus, and you will be part of a team dedicated to service

Qualifications

• High school diploma or equivalent required.
• College degree preferred.
• Related experience required.
• OnQ PMS experience preferred.

Responsibilities

• Operate SMS lodging 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 working, always looking for ways to assist guests and go above and beyond to provide guest service.
• Ensuring the quality and level of service that the leadership expects is excellent.
• Reads or listens to Daily Meetings.
• 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.
• Assisting with reviews
• Assisting with interviews
• Knowledge of current department budget.
• 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 leadership.

Skills

Stand for 8 hours

Read & maintain department budget

Perform essential duties

Education

High school diploma or equivalent

College degree preferred

Related experience required

OnQ PMS experience preferred

Tools

OnQ PMS

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 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:

This leadership role provides the highest level of service for all our guests at the front desk and other front office related areas (Concierge, PBX, and Bell Stand). While working efficiently and effectively with front desk agents 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 SMS lodging system.
• Check-in and checkout large volume of guests.
• Manage phone calls from guestrooms/outside lines.
• Follow cash handling/banking outlined by general cashier.
• 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.
• Ensuring the quality and level of service that the General Manager, Director of Front Office, Rooms Manager and Manager on Duty and Guests expect is excellent and follows our company standards and policies.
• Reads or listens to Daily Meetings.
• 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.
• Assisting with reviews
• Assisting with interviews
• Knowledge of current department budget.
• 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 Front Office, Rooms Manager and Manager on Duty or Supervisor.

REQUIRED SKILLS:

• Must be able to stand for 8 hours.
• Ability to read and maintain a department budget
• 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.
• College degree preferred.
• Related experience is required.
• OnQ PMS experience 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