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Front Desk Clerk

Posted November 7, 2020

SpringHill Suites by Marriott Grand Rapids North
Grand Rapids, MI

About This Job


The SpringHill Suites by Marriott Grand Rapids North is looking for an energetic and detail oriented individual to join their guest service team as a Front Desk Clerk / Guest Service Agent

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.
  • Must be able to work weekends. 
  • Must be able to work from 3:00 pm - 11:00 pm.
EEO/AA Employer DisclosureCrestline Hotels & Resorts is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.

About this Employer

SpringHill Suites by Marriott Grand Rapids North

450 Center Drive
Grand Rapids, MI 49544

(616) 785-1600

76 Room All Suite

Our Hotel

Offering exceptional value near the airport, SpringHill Suites Grand Rapids North is an all-suite hotel perfect for business and leisure travelers alike. We are located just minutes from Meijer Corporate headquarters, the Grand Rapids Medical Mile and Wolverine Worldwide. For a fun evening, head downtown to enjoy a delicious dinner in Beer City, USA before attending an event at Van Andel Arena or the DeVos Place Convention Center. Each suite features separate living and sleeping areas as well as a kitchenette. Kick back on your sofa for easy evening entertainment with our complimentary Wi-Fi and premium movie channels. Start your day off right with our complimentary hot breakfast buffet featuring fresh coffee and morning favorites. Maintain your active lifestyle at our modern fitness center and relax in our heated indoor pool.