Amway Grand Plaza Front Office Agent - 3rd Shift

AHC Hospitality•Grand Rapids, MI

About The Position

The Front Office Agent provides a high level of service to guests at the Front Desk and PBX, and occasionally at the Bellstand as needed. The position works efficiently and professionally while showing exceptional care for guests and associates. It is a full-time, third-shift role (11 p.m.–7 a.m.) requiring weekend availability. The agent operates Hilton’s OnQ Property Management System; checks guests in and out; handles phone calls; follows cash-handling and banking procedures; and resolves guest concerns at first contact. The role also involves communicating with hotel departments, providing basic information about the Grand Rapids area, following hotel service standards and procedures, completing daily responsibilities and cleaning tasks, handling confidential guest information, and adhering to the hotel’s green policies. The agent reports unusual behavior or issues to management and may perform other duties assigned by hotel leadership.

Requirements

High school diploma or equivalent.
Must be able to stand for 8 hours.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Regularly stand and walk; use hands and fingers to handle or feel objects; frequently reach with hands and arms; and regularly talk or listen.
Occasionally lift and/or move up to 25 pounds.
Weekend availability for the third shift, 11 p.m.–7 a.m.

Nice To Haves

Related experience.
Certified Tourism Ambassador (CTA) certification.

Responsibilities

Operate Hilton’s OnQ Property Management System.
Check guests in and out, including handling a large volume of guests.
Manage phone calls from guestrooms and outside lines.
Follow cash-handling and banking procedures established by Accounting.
Resolve guest concerns at first contact.
Attend departmental meetings.
Follow AHC handbook policies and standard operating procedures.
Actively seek ways to assist guests and provide service beyond expectations.
Maintain open communication with hotel departments and outlets, including Guest Services, Housekeeping, and Engineering.
Provide basic information about the Grand Rapids area, including directions and dining or shopping recommendations.
Meet the service standards and policies expected by the General Manager, Director of Rooms, front office leadership, and guests.
Read or listen to the Daily Beat and VIP Report each day.
Use other AHC hotels and staff as resources.
Complete daily responsibilities and cleaning-task lists.
Report unusual behavior or issues to management.
Handle confidential guest information.
Follow hotel green policies and ensure trash and recyclables are taken out.
Work actively with department staff and follow departmental rules.
Perform other responsibilities as assigned by the General Manager, Director of Rooms, or front office leadership.