Guest Services Representative

2 weeks ago

Grand Rapids, Michigan, United States JW Marriott Hotel Grand Rapids Full time
Job Overview

At JW Marriott Hotel Grand Rapids, we pride ourselves on delivering exceptional service and memorable experiences to our guests. Our dedicated team is committed to creating a welcoming atmosphere, ensuring that every guest feels valued and appreciated. We offer a range of opportunities for personal and professional growth within our esteemed hospitality brand.

This is a full-time role with flexible hours spanning both morning and evening shifts. Weekend availability is essential.

This position comes with comprehensive benefits, including medical, dental, and vision coverage, DailyPay, 401K, paid time off, discounted parking, complimentary meals, and exclusive hotel and restaurant discounts.

POSITION SUMMARY

The ideal candidate will exemplify outstanding service for all guests. Responsibilities include managing front desk operations, handling phone inquiries, and occasionally assisting in the concierge lounge. A collaborative spirit and meticulous attention to detail are crucial for delivering exceptional customer service in every interaction.

KEY RESPONSIBILITIES

  • Utilize the FSPMS Property Management System effectively.
  • Facilitate the check-in and check-out process for a high volume of guests.
  • Manage incoming calls from guests and external sources.
  • Adhere to cash handling and banking procedures as outlined by the accounting department.
  • Take initiative to address guest concerns promptly and effectively.
  • Participate in departmental meetings to enhance team communication.
  • Follow established policies and standard operating procedures.
  • Maintain open communication with various hotel departments, including Guest Services, Housekeeping, and Engineering.
  • Provide guests with local area knowledge, including directions and dining recommendations.
  • Ensure service quality aligns with JW Marriott Brand Standards.
  • Engage with daily operational briefings.
  • Utilize resources from other AHC properties and staff.
  • Complete daily responsibilities and cleaning tasks as assigned.
  • Report any unusual behavior or issues to management.

DAILY TASKS

  • Manage daily check-in and check-out procedures.
  • Utilize the internal phone system to assist callers as needed.
  • Perform general administrative tasks as required.
  • Handle confidential guest information with care.
  • Adhere to our environmental policies.
  • Ensure proper disposal of waste and recyclables.
  • Uphold AHC guest service standards.
  • Collaborate effectively with department staff while adhering to all rules.
  • Undertake any additional responsibilities assigned by hotel leadership.

QUALIFICATIONS

  • Ability to stand for extended periods.
  • Strong verbal and written communication skills are essential.
  • Proficiency in Microsoft Office Suite is required.
  • Familiarity with Guest Satisfaction Systems is advantageous.
  • Successful performance of essential duties is expected, with reasonable accommodations available for individuals with disabilities.

EDUCATION AND EXPERIENCE

  • A high school diploma or equivalent is required.
  • Knowledge of Salesforce/GXP systems is preferred.
  • A degree in Hospitality from an accredited institution is desirable.
  • Relevant experience in the hospitality industry is necessary.

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