Hotel Front Desk Associate

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.

Associate serves as the first point of contact for guests, providing outstanding customer service and ensuring a positive experience during their stay or visit.

Associate must be attentive to detail, handle guest inquiries and requests, and assist with administrative tasks as needed.

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.
• Handle guest inquiries, concerns, and requests promptly and professionally.
• Strive to exceed guest expectations and ensure a memorable experience during their stay.
• Manage phone calls and respond to emails promptly, providing accurate information and directing inquiries to the appropriate departments.
• Handle room reservations, confirmations, and modifications using the reservation system.
• Ensure accurate guest information and maintain confidentiality.
• Process guest payments, collect room deposits, and handle cash transactions accurately while following company policies and procedures.
• Address and resolve guest complaints or issues in a timely and effective manner.
• Escalate complex problems to the appropriate department or management when necessary.
• 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.
• 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.
• Assist with administrative tasks, such as filing, record-keeping, and preparing reports as assigned by the Front Office Manager.
• Collaborate with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences and address any operational needs.

Requirements

• This role requires a friendly and approachable demeanor, excellent communication skills, and the ability to multitask in a fast-paced environment.
• 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.

Qualifications & Requirements

The Hampton Inn Albany Western Ave SUNY is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.