JW Marriott Front Desk Agent

AHC Hospitality is a distinguished company representing a diverse portfolio of hotels, restaurants, and resorts that span from comfortably casual environments to lavishly appointed properties. With a commitment to creating exceptional experiences for guests, AHC Hospitality is recognized for its dedication to hospitality excellence and its investment in the growth and success of its team members. This reputable hospitality group encompasses well-known properties including the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, and Courtyard by Marriott Downtown. As a result, it offers a vibrant work environment that caters to various personal styles and career aspirations within the hospitality sector.

The company is committed to delivering guest experiences that delight and satisfy at every interaction point, whether it involves hosting large meetings, serving intimate dining tables, or maintaining beautiful spaces for guest enjoyment. AHC Hospitality values teamwork, attention to detail, and exceptional customer service skills, encouraging an environment where associate success and company success are interlinked.

This full-time position offers varied hours between first and second shifts (7am-3pm or 3pm-11pm), with weekend availability required. Candidates will benefit from full employment advantages, including medical, dental, and vision insurance, discounted downtown parking, complimentary employee meals, and access to numerous hotel and restaurant discounts.

The role is centered on providing the highest level of guest service in several dynamic operational areas such as the front desk, phone system station (AYS), and occasionally the concierge lounge. The position demands proficiency in handling check-ins and checkouts for a high volume of guests, managing communications via phone, following cash handling procedures, and resolving guest issues efficiently at the initial point of contact. The employee is expected to maintain active communication with various hotel departments like guest services, housekeeping, and engineering to ensure smooth operations and uphold JW Marriott brand standards.

Daily duties include operating the Marriott International FSPMS Property Management System, attending departmental meetings, following standard operating procedures, and undertaking general office administration tasks. Additional responsibilities encompass adherence to the hotel’s green policies, managing confidential guest information, and contributing to maintaining a clean and organized environment.

Successful candidates will exhibit strong verbal and written communication skills, proficiency with Microsoft Office Suite, familiarity with guest satisfaction systems like Medallia, and the ability to stand for extended periods (up to 8 hours). Reasonable accommodations are in place to support individuals with disabilities to successfully perform essential functions.

Ideal candidates will have a high school diploma or equivalent, with preference given to those who hold a hospitality degree or have knowledge of Salesforce/GXP systems. Previous related experience in hospitality is required, reinforcing the company’s focus on seasoned professionals who are adept at delivering superior guest service.