Front Desk Agent - Full Time

This is a full time position with a combination of 1st and 2nd shift hours. Open availability is required, including weekends.

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

SUMMARY

This role provides the highest level of service for all our guests at the Front Desk, PBX, and occasionally, Bellstand, as needed. While working efficiently and effectively, this position displays above and beyond care for all associates and guests that they may come in contact with, while maintaining a professional manner.

ESSENTIAL FUNCTIONS

• Operate Hilton’s OnQ Property Management System.
• Check-in and check-out large volume of guests.
• Greeting all guests and providing a hospitable welcome.
• Answer phone calls from guest rooms/outside lines.
• Assist guests with professionalism, urgency and efficiency.
• Follow cash handling/banking outlined by Accounting.
• Resolve guest concerns at first contact through effective problem solving.
• Ability to work under pressure while maintaining high level of guest service.
• Follow AHC handbook policies and standard operating procedures.
• Actively working and looking for ways to assists guests and going above and beyond to provide guest service.
• Maintain active and open communication with various hotel departments and outlets; Guest Services, Housekeeping, Engineering, etc.
• Provide basic knowledge of Grand Rapids area; such as, directions, dining or shopping recommendations.
• Ensuring the quality and level of service that the General Manager, Director of Rooms, Front Office leadership and guests expect is excellent and follows our company standards and policies.
• Reads or listens to the VIP Report and email updates each day.
• Uses other AHC hotels and staff as resources.
• Complete all daily responsibilities/cleaning task list.
• Reporting any unusual behavior or issues to management.

Daily Responsibilities:

• Daily check-in/out.
• Answering phone calls.
• Following a checklist and all procedures.
• Handling confidential guest information.
• Problem solving guest concerns.
• Follow our hotel green policies.
• Ensure trash/recyclables are taken out.
• Follow AHC guest service standards.
• Actively work with department staff, while following all departmental rules.
• Any other additional responsibilities that may be asked by General Manager, Director of Rooms or Front Office Leadership.

QUALIFICATIONS

• Must be able to stand for 8 hours.
• Strong computer and email competence.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

CERTIFICATES, LICENSES, REGISTRATIONS

Certified Tourism Ambassador (CTA) certification, preferred

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required
• Hospitality and/or Hilton Hotel experience is highly preferred.