Hotel Front Desk Associate

Hampton Inn Albany•Albany, NY

About The Position

Position Overview: The Hampton Inn Albany Western Ave SUNY is a dynamic and customer-focused hotel committed to providing exceptional service and experiences to our clients. As a Front Desk Associate, you will be an essential part of our team, responsible for creating a welcoming and professional atmosphere for all guests and visitors. The Front Desk Associate serves as the first point of contact for guests, providing outstanding customer service and ensuring a positive experience during their stay or visit. This role requires a friendly and approachable demeanor, excellent communication skills, and the ability to multitask in a fast-paced environment. The Front Desk Associate must be attentive to detail, handle guest inquiries and requests, and assist with administrative tasks as needed.

Requirements

High school diploma or equivalent; additional education or certification in hospitality or a related field is a plus.
Previous experience in customer service or a front desk role is preferred but not required; we are willing to train the right candidate with a positive attitude and strong communication skills.
Excellent interpersonal and communication skills, both verbal and written.
Friendly, professional, and customer-oriented attitude.
Strong organizational and multitasking abilities to handle various responsibilities efficiently.
Proficient in using computers and hotel management software for reservations and guest information.
Ability to work flexible hours, including weekends and holidays, as our front desk operates on a 24/7 basis.
Ability to stand for extended periods.
Maintains professional working relationships and promotes open lines of communication with managers, team members, and other departments.

Responsibilities

Guest Reception: Greet guests with a warm and welcoming attitude, check them in and out efficiently, and provide necessary information about the property, amenities, and local area.
Customer Service: Handle guest inquiries, concerns, and requests promptly and professionally. Strive to exceed guest expectations and ensure a memorable experience during their stay.
Telephone and Email Communication: Manage phone calls and respond to emails promptly, providing accurate information and directing inquiries to the appropriate departments.
Reservations and Check-ins: Handle room reservations, confirmations, and modifications using the reservation system. Ensure accurate guest information and maintain confidentiality.
Cash Handling: Process guest payments, collect room deposits, and handle cash transactions accurately while following company policies and procedures.
Problem Resolution: Address and resolve guest complaints or issues in a timely and effective manner. Escalate complex problems to the appropriate department or management when necessary.
Lobby Maintenance: Maintain a clean and organized front desk area, including the lobby and guest waiting areas. Ensure promotional materials and informational brochures are well-stocked and up-to-date.
Safety and Security: Monitor the lobby area for any suspicious activity and report any concerns to the security team or management. Follow security protocols for guest safety and adhere to emergency procedures when needed.
Administrative Support: Assist with administrative tasks, such as filing, record-keeping, and preparing reports as assigned by the Front Office Manager.
Team Collaboration: Collaborate with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences and address any operational needs.