JW Marriott Front Desk Agent

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

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 varying shifts during and between (7am-3pm, 3pm-11pm). This position requiresweekend 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

The ideal candidate for this position will provide the highest level of service for all our guests. This position includes working in areas like front Desk, AYS (phone system station), and occasionally concierge lounge as needed. The applicant must have a teamwork attitude and strong attention to details, skills necessary to ensure exceptional customer service experiences in all interactions with guests and other employees.

ESSENTIAL FUNCTIONS

• Operate Marriott International' 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: 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 in this location is complaint to the 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 Responsibilities

• 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.

-This position requires weekend work, as it is essential to the role. If you are unable to work weekends (Saturday and Sundays) you would not be eligible for this position.

REQUIRED SKILLS

• Must be able to stand for 8 hours
• Proficient verbal and written communication required
• Proficiency using the Microsoft Office Suite.
• Familiarity with Guest Satisfaction Systems like Medallia.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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
• Salesforce/GXP system knowledge is preferred.
• Hospitality Degree from a higher education institution is preferred.
• Related experience is required

PHYSICAL REQUIREMENTS

• Ability to stand for 8 hours