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 involves efficiently supporting guest arrivals and departures, responding to inquiries and concerns, and maintaining a professional manner while providing attentive care to guests and associates. The agent works with other hotel departments and outlets to support smooth operations and meet company service standards. This is a full-time position requiring weekend availability, with varying shifts between 7:00 a.m.–3:00 p.m. and 3:00 p.m.–11:00 p.m. The position is based at the Amway Grand Plaza. The associate must be able to stand for eight hours and perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Requirements

High school diploma or equivalent.
Ability to stand for eight hours.
Ability to perform each essential duty satisfactorily; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Regularly stand and walk; use hands and fingers to handle or feel objects; frequently reach with hands and arms; regularly talk or listen; and occasionally lift and/or move up to 25 pounds.

Nice To Haves

Related experience.
Certified Tourism Ambassador (CTA) certification.

Responsibilities

Operate Hilton’s OnQ Property Management System.
Check in and check out a large volume of guests.
Manage calls from guestrooms and outside lines.
Follow cash-handling and banking procedures outlined by Accounting.
Resolve guest concerns at first contact.
Attend departmental meetings.
Follow AHC handbook policies and standard operating procedures.
Proactively assist guests and provide service beyond expectations.
Maintain active communication with hotel departments and outlets, including Guest Services, Housekeeping, and Engineering.
Provide basic information about the Grand Rapids area, such as 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 tasks.
Report unusual behavior or issues to management.
Perform daily check-in and check-out duties and answer phone calls.
Follow checklists, procedures, and AHC guest service standards.
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.
Perform additional responsibilities as requested by the General Manager, Director of Rooms, or Front Office leadership.