Amway Grand Plaza Front Desk Agent

SUMMARY

As a Front Desk Associate at the Amway Grand Plaza Hotel, this role will be the first point of contact for guests, delivering exceptional service to ensure a memorable stay. Responsibilities include, but are not limited to, answering phones, managing a high volume of guest check-ins and check-outs, providing concierge services, and occasionally assisting the bellstand. We are looking for a professional, guest-oriented individual who is committed to going above and beyond to provide the best possible experience for our guests.

ESSENTIAL FUNCTIONS

- Operate the OnQ lodging system to manage guest information and transactions.
Operate all other required Front Office systems, as needed, including Kipsu guest messaging, Nor1 eStandby, Volante, Outlook email, and HotSOS
- Handle high volumes of guest check-ins and check-outs efficiently.
- Manage all incoming phone calls, including guestroom, external, and internal calls.
- Maintain advanced knowledge of Grand Rapids and the surrounding area to assist guests.
- Possess general knowledge of booking reservations and hotel availability.
- Build and maintain strong relationships with guests, ensuring a personalized experience.
- Identify and recommend opportunities to enhance the guest experience.
- Resolve guest concerns promptly, ensuring satisfaction at first contact.
- Stay informed with advanced knowledge of hotel outlets and operations.
- Adhere to cash handling and banking procedures.
- Attend and participate in departmental meetings.
- Follow the AHC handbook policies and standard operating procedures.
- Be proactive in assisting guests and always strive to exceed guest service expectations.
- Ensure guest needs are met by assisting Housekeeping and Bellstand when needed.
- Ensure the quality and level of service expected by the General Manager, Director of Rooms, Front Office Leadership, and guests are consistently excellent and aligned with company standards.
- Properly communicate with other AHC hotels and staff as resources when needed.
- Complete all daily responsibilities, including the cleaning and daily checklist tasks.
- Report any unusual behavior or issues to management promptly.
- Adhere by the Front Office Culture and maintain positivity, inclusivity, collaboration, and encouragement with fellow team members and guests.

REQUIRED SKILLS

• Answering and assisting guest calls from internal and external guests and our central reservations while maintaining professionalism
• Ability to efficiently handle multiple tasks or duties simultaneously all while maintaining a high level of service and professionalism.
• Proficiency in managing daily check-ins and check-outs.
• Ability to follow checklists and adhere to all hotel procedures.
• Maintain the confidentiality of guest information at all times.
• Commitment to following the hotel’s green policies and sustainability practices.
• Consistently adhere to AHC guest service standards.
• Ability to collaborate effectively with department staff and follow all departmental rules.
• Flexibility to take on additional responsibilities as requested by the General Manager, Manager on Duty, or Supervisor.

EDUCATION AND EXPERIENCE

• College Hospitality program experience preferred
• Related experience is preferred

PHYSICAL REQUIREMENTS

While performing duties of the job:
• Is required to stand for long periods of time
• Is required to reach and bend to retrieve items
• Is required occasionally lift up to 25 pounds
• Is required to verbally communicate and listen