Guest Experience Front Desk Associate

Hampton Inn Albany - Western Ave/University Area; City of Albany (NY); On-site; USD 32,000 - 42,000; Full time

Job summary

The Hampton Inn Albany Western Ave SUNY is seeking a Front Desk Associate to warmly greet guests, check them in and out, and assist with inquiries and requests to ensure a positive experience.

Responsibilities include handling reservations and payments, managing telephone and email communications, and collaborating with other departments to maintain a welcoming lobby and smooth operation around the clock.

Qualifications

• High school diploma or equivalent; additional hospitality education is a plus.
• Previous customer service or front desk experience is preferred but training is available.
• Excellent interpersonal and written communication skills.
• Friendly, professional, and customer-oriented attitude.
• Strong organizational and multitasking abilities.
• Proficient with computers and hotel management software for reservations and guest information.
• Able to work flexible hours, including weekends and holidays; 24/7 front desk operations.
• Ability to stand for extended periods.
• Promotes open communication with managers and departments.

Responsibilities

• Greet guests, check them in and out, and provide information about the property, amenities, and local area.
• Handle guest inquiries and requests promptly to exceed expectations and ensure a memorable stay.
• Answer phone calls and respond to emails promptly with accurate information.
• Manage reservations and check-ins in the system with accuracy and confidentiality.
• Process guest payments and deposits following company policies.
• Address and resolve complaints promptly; escalate when necessary.
• Keep front desk and lobby areas clean, organized, and stocked with materials.
• Monitor lobby area for safety and report concerns to security/management.
• Provide clerical support such as filing and reporting as assigned by Front Office Manager.
• Coordinate with housekeeping and maintenance for seamless guest experiences.

Skills

Customer service

Communication

Multitasking

Organizational skills

Hospitality software

Education

High school diploma

Tools

Hotel management software

Job description

The Hampton Inn Albany Western Ave SUNY is seeking a Front Desk Associate to warmly greet guests, check them in and out, and assist with inquiries and requests to ensure a positive experience.

Responsibilities include handling reservations and payments, managing telephone and email communications, and collaborating with other departments to maintain a welcoming lobby and smooth operation around the clock.