Guest Experience & Upsell Specialist

InnVite Hospitality; Lancaster (OH); On-site; USD 18,000 - 25,000; Full time

Benefits offered by this job

Bonus

Paid time off

Hilton Team Member Travel Program

Job summary

Hampton Inn Lancaster, OH is seeking a dynamic Hotel Ambassador/Sales Representative to drive revenue and deliver exceptional guest experiences at the front desk. You will upsell, assist guests, and coordinate with housekeeping and maintenance to ensure smooth operations.

This full-time, non-exempt role requires availability across all shifts, including overnights and weekends. The position offers opportunities for growth, Hilton benefits, and a collaborative team environment.

Qualifications

• High school diploma or equivalent required; associate degree in hospitality management a plus.
• Minimum 1 year of front desk or guest-facing hospitality experience preferred; other service backgrounds considered.
• Full availability across all shifts: AM, PM, overnight, weekends, and holidays.
• Proven ability to handle difficult guest situations with empathy and professionalism.
• Experience in upselling, suggestive selling, or revenue generation in any service industry.
• PMS systems experience (OnQ, Opera, Fosse or similar); strong computer skills.
• Excellent verbal and written communication; bilingual ability is a plus.

Responsibilities

• Serve as primary contact for guest complaints, resolving issues on the spot and turning negatives into positives.
• Upsell premium room types, suites, and add-ons during check-ins; meet or exceed upsell targets.
• Handle check-in/check-out procedures using the PMS; manage reservations and payments.
• Coordinate room assignments to optimize housekeeping and guest preferences.
• Assist across departments during high-demand periods and act as MOD when designated.

Skills

Guest service

Upselling

PMS systems

Communication

Bilingual (plus)

Education

High school diploma or equivalent

Hospitality associate degree (a plus)

Tools

OnQ

Opera

Fosse

Job description

Hampton Inn Lancaster, OH is seeking a dynamic Hotel Ambassador/Sales Representative to drive revenue and deliver exceptional guest experiences at the front desk. You will upsell, assist guests, and coordinate with housekeeping and maintenance to ensure smooth operations.

This full-time, non-exempt role requires availability across all shifts, including overnights and weekends. The position offers opportunities for growth, Hilton benefits, and a collaborative team environment.