Delta Hotels by Marriott Grand Rapids
Grand Rapids, MI

Posted February 3, 2020

Guest Service Representative

The Delta by Marriott – Grand Rapids, proudly managed by National Hospitality Services, offers the very best in service, convenience, and quality. The Delta by Marriott features 181 guest rooms, executive, and family suites, as well as handicap-accessible rooms. From enjoying our 180’ giant indoor waterslide or our beautifully appointed Ballroom, our guests experience a whole new world of business services and family fun.


Job Overview

 

The Guest Service Representative works at the front desk of the hotel greeting and checking in arriving guests and checking out departing guests. Providing excellent customer services to current and future guests and making reservations for incoming phone calls or walk-ins.


Duties and Responsibilities

  • Make a daily reservation count for arrivals and departures to direct actions in selling rooms.

  • Block all incoming reservations based on guest request and availability.

  • Block arriving reservations of all groups if deemed necessary, pre-register, place key in envelope and note room number on envelope, assuring a smoother check-in.

  • Register all incoming guests, making sure that all pertinent information is obtained, registration card is completed and method of payment is established.

  • Accept and record credit card and photo ID information on guest accounts and provide change for guests as needed.

  • Assist in other departments such as Breakfast, Social, Housekeeping, Laundry etc. as needed.

  • Maintain the cleanliness of the hotel bathrooms, lobby and other public areas.

  • Anticipate guest needs, respond promptly, and acknowledge guest regardless of how busy and whatever time of day.

  • Maintain positive guest relations at all times.

  • Address and resolve guest complaints and ensure guest satisfaction.

  • Document all guest requests, concerns and communication information to responsible personnel for proper handling.

  • Prepare daily cash report, balancing payments and disbursements with machine totals; prepare deposit slip and provide assistance to the Guest Services Manager by providing him/her with summary of daily bank status. Request change as needed.

  • Maintain confidentiality and security of proprietary company information, correspondence reports and files.

  • Handle all incoming and outgoing reservation requests.

  • Care for lost and found items as directed by the General Manager.

  • Perform other duties as assigned by management.

Required Skills and Experience

  • Highly energetic, go-getter, motivated individual

  • Willing to take initiative and work with little direction.

  • Previous hospitality industry experience preferred but not required

  • Excellent interpersonal and communication skills with strong customer/client focus essential

  • Strong problem-solving skills

  • Ability to work in a fast-paced, high pressure environment

  • Ability to shift and manage multiple priorities

  • Results driven focus and ability to work through to completion in a timely manner

  • Adaptable to change

  • High level of flexibility regarding overtime during times busy periods as required by the business

Compensation: 11

Delta Hotels by Marriott Grand Rapids

183 Room Hotel

Our Hotel

Delta Hotels Grand Rapids Airport creates a seamless, full-service hotel experience thoughtfully designed with the essential needs of the traveler with elevated expectations in mind. Enjoy services and amenities that provide smart value including; complimentary high-speed Wi-Fi, free bottled water, and hydration stations located throughout the hotel. Featuring a state-of-the-art fitness center with all new equipment, including Cross Fit space and cardiovascular machines, which allows you to stay fit while on the road. Unwind at the end of the day at Urban on 28th, our full-service kitchen and bar where you can enjoy a variety of delectable bites and sample local flavors from our world-famous breweries, wineries and distilleries. Conveniently located 4 miles from Gerald R. Ford International Airport and 15 minutes from downtown, this Marriott property is the perfect central location for travelers.

Delta Hotels by Marriott Grand Rapids

3333 28th Street SE

Grand Rapids, MI 49512

Telephone (616) 949-9222