Front Desk Associate

Hilton - Ashland, OH

Full-time - Entry Level

Ashland, OH

Accommodation

About the position

The Front Desk Associate at Hampton Inn Ashland is responsible for providing exceptional customer service to guests, ensuring a warm welcome and a positive first impression. This role involves managing guest check-ins and check-outs, processing payments, and addressing guest inquiries and complaints. The associate will also promote hotel services and amenities, maintain a clean lobby area, and assist with various guest requests, contributing to an overall pleasant stay for visitors.

Responsibilities

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression.
• Register guests into the hotel's system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel's loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Be readily available and responsive to guest inquiries.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service.
• Handle reservations with efficiency and accuracy.
• Maintain a clean, orderly, and inviting lobby area.
• Refresh coffee and public restrooms as needed.
• Monitor activity in pool and fitness center.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.

Requirements

• High School diploma or equivalent.
• Prior experience in a customer service role preferred.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.