JW Marriott Front Desk Agent

AHC Hospitality•Grand Rapids, MI

19h•Onsite

About The Position

AHC Hospitality represents a diverse array of hotels, restaurants, and resorts, providing exceptional experiences for guests. This full-time position involves working at the Front Desk, AYS (phone system station), and occasionally the concierge lounge. The ideal candidate will have a teamwork attitude and strong attention to detail to ensure exceptional customer service. The role requires operating Marriott International's FSPMS Property Management System, managing guest check-ins and check-outs, handling phone calls, following cash handling procedures, resolving guest concerns, attending departmental meetings, adhering to AHC handbook policies and standard operating procedures, communicating with various hotel departments, providing information about the Grand Rapids area, ensuring service quality aligns with JW Marriott Brand Standards, participating in daily rehearsals, utilizing other AHC hotels and staff as resources, completing daily responsibilities and cleaning tasks, and reporting any unusual behavior or issues to management. Daily responsibilities include check-in/out, using the internal phone system, performing general office administration tasks, handling confidential guest information, following hotel green policies, proper handling of trash/recyclables, and following AHC guest service standards.

Requirements

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.
High school diploma or equivalent required
Related experience is required

Nice To Haves

Salesforce/GXP system knowledge is preferred.
Hospitality Degree from a higher education institution is preferred.

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: 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 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.