Guest Experience Specialist - Front Desk

Ontario Trillium Foundation; Altoona (PA); On-site; USD 17,000 - 21,000; Full time

Benefits offered by this job

Competitive hourly pay

Paid time off

Health/Vision/Dental Insurance

Life Insurance

401k

Employee discounts

Employee assistance program

Growth opportunities

Job summary

The Hampton Inn Altoona is seeking a friendly Guest Service Representative to manage front desk interactions, registrations, and guest needs with a focus on service excellence. You will process payments, share hotel information, upsell services, and maintain lobby area; strong English communication, multitasking, and a positive attitude are essential.

This is a front-desk role at a busy hotel, requiring professional demeanor and reliability.

Qualifications

• Must enjoy engaging with guests and have a friendly, outgoing personality.
• Must have strong communication skills and a passion for delivering excellent customer service.
• Adaptable, able to handle multiple tasks, and maintain a positive attitude in a fast-paced environment.
• Takes ownership of guest experiences, ensuring they are pleasant and accommodating.

Responsibilities

• Provide exceptional customer service to all hotel guests, making their stay comfortable and enjoyable while achieving team and brand goals.
• Perform quality assurance (QA) requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and relevant ordinances regarding personnel, security, cash handling, guest relations, and safety.
• Remain highly visible and readily available for guests, taking initiative to offer assistance or answer questions.
• Adhere to hotel credit policies, including credit card authorization, direct bill accounts, cash payments, and incidental deposits.
• Manage guest complaints, taking ownership to resolve issues and ensure superior guest satisfaction.
• Greet, register, upsell, issue room keys, and assign rooms in a friendly and efficient manner.
• Provide information about the hotel, amenities, local dining, attractions, and travel directions.
• Accurately check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via telephone, computer, and written communication.
• Answer and route internal and external phone calls in a friendly manner, following prescribed procedures.
• Update the shift-to-shift log regularly to ensure clear communication between shifts.
• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front desk area.
• Assist other departments as needed and perform other related duties as assigned.

Skills

Guest interaction

Communication skills

Adaptability

Positive attitude

Job description

The Hampton Inn Altoona is seeking a friendly Guest Service Representative to manage front desk interactions, registrations, and guest needs with a focus on service excellence. You will process payments, share hotel information, upsell services, and maintain lobby area; strong English communication, multitasking, and a positive attitude are essential.

This is a front-desk role at a busy hotel, requiring professional demeanor and reliability.