Front Desk & Guest Services Specialist

Jw-Marriott; Grand Rapids (MI); On-site; USD 21,000 - 28,000; Full time

Job summary

JW Marriott Grand Rapids is seeking a guest-focused Front Desk Agent to deliver exceptional service across check-in and check-out, phone calls, and concierge support. You will work across departments with a teamwork mindset to ensure a seamless guest experience at this flagship hotel.

The role requires standing for 8 hours, strong verbal and written communication, proficiency in Microsoft Office, and familiarity with guest-satisfaction systems like Medallia.

Qualifications

• High school diploma or equivalent.
• Salesforce/GXP system knowledge is preferred.
• Hospitality Degree from a higher education institution is preferred.
• Related experience is required.

Responsibilities

• Operate Marriott International's FSPMS 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.
• Take Ownership to resolve guest concerns at first contact.
• Attend departmental meetings.
• Follow AHC handbook policies and standard operating procedures.
• Maintain active and open communication with various hotel departments and outlets.
• Provide basic knowledge of Grand Rapids area, such as directions, dining or shopping recommendations.
• Ensuring the quality and level of service is compliant with JW Marriott Brand Standards.
• Reads or listens to the JW Marriott's daily rehearsal 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.
• Use internal phone system to answer, transfer and assist callers as needed.
• Perform general office administration tasks as needed.
• Handling confidential guest information.
• Follow our hotel green policies.
• Handling of trash/recyclables items in proper manner.
• Follow AHC guest service standards.
• Actively work with department staff, while following all departmental rules.
• Any other additional responsibilities assigned by the Hotel Leadership.

Skills

Stand 8 hours

Verbal & written communication

Microsoft Office

Medallia familiarity

Education

High school diploma or equivalent

Hospitality degree preferred

Salesforce/GXP knowledge preferred

Tools

Microsoft Office Suite

Medallia

Salesforce/GXP

Job description

JW Marriott Grand Rapids is seeking a guest-focused Front Desk Agent to deliver exceptional service across check-in and check-out, phone calls, and concierge support. You will work across departments with a teamwork mindset to ensure a seamless guest experience at this flagship hotel.

The role requires standing for 8 hours, strong verbal and written communication, proficiency in Microsoft Office, and familiarity with guest-satisfaction systems like Medallia.