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Guest Service Agent / Front Desk Clerk

posted September 17, 2019

Hampton Inn Grand Rapids-North
Grand Rapids, MI
671969 l

About This Job


The Hampton Inn by Hilton Grand Rapids North is looking for a service focused and detail oriented individual to join their guest service team as a Front Desk Clerk

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One year previous experience in a similar position in a hotel preferred.
  • Basic computer skills required.
  • Previous Customer Service experience required.
  • Must be able to work a flexible schedule. 
  • Must be able to work weekends. 

About This Employer

Hampton Inn Grand Rapids-North

500 Center Dr. NW
Grand Rapids, MI 49544

(616) 647-1000

84 Room Hotel

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Midwestern friendliness in a riverfront city

Admire the view from our Hampton Inn Grand Rapids-North hotel, where our friendly, dedicated team help you make the most of your time in the area. Located near US 131 and 96 expressways, our hilltop hotel provides easy access to Griffins’ hockey games at Van Andel Arena, flower art displays at Frederick Meijer Gardens and beach sands at Lake Michigan’s shoreline. Attend a conference at Devos Convention Center or make a trip to the Gerald R. Ford Presidential Museum & Library. This four-story hotel is 20 miles front Kent County International Airport. Schedule your visit during ArtPrize or state track and volleyball competitions.

Start you day off right at our Grand Rapids hotel with Hampton’s free hot breakfast, served every morning. Ask our friendly, knowledgeable team members for restaurant recommendations for lunch or dinner.

Rest on a clean and fresh Hampton bed® in one of our 84 spacious guest rooms. Each room is equipped with free WiFi, a 32-inch flat-screen television, an alarm clock radio and coffeemaker. Upgrade to a larger room featuring a microwave oven and mini-refrigerator with whirlpool or kitchenette. Plan tomorrow’s activities while reclining on your bed using our convenient lap desk. Refresh with a WaterPik® shower spray.