Amway Grand Plaza Front Office Agent

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 role requires efficient, professional work and attentive care for guests and associates while maintaining the company’s service standards and policies. This is a full-time position requiring weekend availability, with varying shifts of 7 a.m.–3 p.m. or 3 p.m.–11 p.m. The position is eligible for medical, dental, and vision benefits, a 401(k), paid vacation, discounted downtown parking, free employee meals, worldwide hotel discounts, restaurant discounts, and other benefits.

Requirements

High school diploma or equivalent required.
Must be able to stand for 8 hours.
Must be able to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Must occasionally lift and/or move up to 25 pounds.

Nice To Haves

Related experience preferred.
Certified Tourism Ambassador (CTA) certification preferred.

Responsibilities

Operate Hilton’s OnQ Property Management System.
Check in and check out a large volume of guests and handle daily check-in/check-out responsibilities.
Manage phone calls from guestrooms and outside lines.
Follow cash-handling and banking procedures outlined by Accounting.
Resolve guest concerns at first contact.
Attend departmental meetings and follow AHC handbook policies and standard operating procedures.
Actively assist guests and provide service beyond expectations.
Maintain 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 quality and standards 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; follow checklists and procedures.
Report unusual behavior or issues to management.
Handle confidential guest information appropriately.
Follow hotel green policies and ensure trash and recyclables are taken out.
Work actively with department staff while following departmental rules.
Carry out other responsibilities assigned by the General Manager, Director of Rooms, or Front Office leadership.