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Front Desk Agent

2 months ago

Grand Rapids, United States AC Hotel by Marriott Grand Rapids Full time
Job DescriptionJob DescriptionFrom 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 working a combination of 1st and 2nd shift hours. Weekend availability is required.

This position is eligible for full benefits (medical, dental & vision), 401K, DailyPay, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more.



SUMMARY

The ideal candidate for this role at AC Hotel is passionate about delivering exceptional guest experiences and embodies the spirit of teamwork. This individual is self-motivated, detail-oriented, and dedicated to upholding the highest standards of service. A strong collaborator, they bring a positive attitude to every interaction, ensuring a welcoming and memorable experience for both guests and colleagues.


ESSENTIAL FUNCTIONS

- Report to work on time in a proper, clean uniform, including the AC pin; maintain grooming standards.

- Follow all hotel policies, procedures, and internal rules.

- Adhere to cash handling and banking procedures at all times.

- Stay updated on daily hotel operations, room rates, packages, promotions, and changes.

- Be knowledgeable about guest rooms, locations, amenities, and services.

- Use MARSHA, FOSSE, Guestware, MICROS, and Mobile Guest Services for reservations and guest services.

- Perform guest registration, room assignments, and accommodate special requests.

- Understand and promote Marriott Rewards benefits and ensure guest sign-ups.

- Maintain front desk cleanliness and use downtime for cleaning tasks.

- Assist guests with problems and questions, ensuring all are resolved per the "Guest Response Program."

- Know emergency procedures and act accordingly; report unusual occurrences to management.

- Ensure proper credit handling, accurate billing, and secure cash procedures.

- Represent AC Marriott professionally, focusing on guest attention and embodying core values.


REQUIRED SKILLS

- Excellent Communication Skills: Ability to clearly and effectively communicate with guests and colleagues.

- Customer Service Focus: A strong commitment to providing exceptional guest experiences.

- Attention to Detail: Meticulous in managing reservations, guest requests, and maintaining records.

- Multitasking Ability: Skilled in handling multiple tasks simultaneously.

- Problem-Solving Skills: Capable of quickly addressing and resolving guest issues and concerns.

- Teamwork and Collaboration: Works well with others to ensure smooth operations and a cohesive work environment.


EDUCATION AND EXPERIENCE

- Customer service experience required.

- Receptionist/Front desk experience not required, though it is preferred


PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate:

- Is regularly required to stand, walk, and run.

- Is required to use hands and fingers to handle or feel objects.

- Is required to frequently reach with hands and arms.

- Is regularly required to talk or hear, taste, or smell.

- Is occasionally required to sit and stoop, kneel, crouch, or crawl.

- Must occasionally lift and/or move up to 50 pounds.