Guest Experience Specialist - Front Desk & Concierge

AHC Hospitality; Grand Rapids, Northern (MI, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Full benefits

401K

Paid vacation

Discounted downtown parking

Free employee meals

Hotel and restaurant discounts

Job summary

AHC Hospitality is hiring for a Front Desk position at JW Marriott Grand Rapids. The role includes check-in/check-out, phone handling, and guest assistance across departments, with weekend availability and varied shifts.

Ideal candidates bring professional communication, familiarity with guest satisfaction systems, and a willingness to uphold JW Marriott brand standards while delivering exceptional service to guests and colleagues.

Qualifications

• High school diploma or equivalent required.
• 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 volumes 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 open communication with hotel departments and outlets.
• Provide basic knowledge of Grand Rapids area for guests.
• Ensure service quality meets JW Marriott Brand Standards.
• Read or listen to JW Marriott’s daily rehearsal.
• Use other AHC hotels and staff as resources.
• Complete daily responsibilities and cleaning tasks.
• Report any unusual behavior or issues to management.

Skills

Verbal and written communication

Customer service

Microsoft Office Suite

Medallia familiarity

Education

High school diploma or equivalent

Salesforce/GXP knowledge preferred

Hospitality degree preferred

Related experience required

Tools

Microsoft Office Suite

Salesforce/GXP

Medallia

Job description

AHC Hospitality is hiring for a Front Desk position at JW Marriott Grand Rapids. The role includes check-in/check-out, phone handling, and guest assistance across departments, with weekend availability and varied shifts.

Ideal candidates bring professional communication, familiarity with guest satisfaction systems, and a willingness to uphold JW Marriott brand standards while delivering exceptional service to guests and colleagues.