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Hampton Inn Lancaster, OH

A Hilton Brand Property

JOB DESCRIPTION

Position:Hotel Ambassador/Sales Representative

Location:Hampton Inn Lancaster, OH

Department:Front Office / Sales

Reports To:Front Office Manager / General Manager

Classification:Full-Time, Non-Exempt | Hourly

Schedule: Flexible - all shifts including AM, PM, overnight, weekends, and holidays

Position Summary

We are looking for a dynamic, guest-focused Hotel Ambassador/Sales Representative to join our team at the Hampton Inn Lancaster, OH. The ideal candidate thrives in a fast-paced hospitality environment, is available to work any shift on any day including evenings, overnights, weekends, and holidays, and is a natural problem-solver who excels at turning unhappy guests into loyal advocates. You will proactively identify revenue opportunities through upselling and sales lead generation, and you'll be ready to pitch in across departments whenever the team needs support. This role is the heartbeat of the hotel - the first and last impression every guest receives.

Guest Recovery & Conflict Resolution

• Serve as the primary point of contact for guest complaints, applying empathetic listening, de-escalation techniques, and creative problem-solving to resolve issues on the spot and turn negative experiences into positive outcomes.
• Exercise sound judgment in authorizing service recovery gestures (room upgrades, late checkouts, amenity credits) within established guidelines to retain guest loyalty and protect online reputation.
• Document all guest incidents thoroughly and follow up to ensure satisfaction, escalating to management only when necessary.
• Maintain composure and professionalism under pressure, including during high-volume check-in/check-out periods, oversold situations, and emergency scenarios.
• Monitor online reviews and guest feedback scores; proactively address recurring issues before they escalate.

Revenue Generation & Upselling

• Actively upsell premium room types, suites, and add-on packages (early check-in, late checkout, breakfast bundles) during every check-in interaction, consistently meeting or exceeding monthly upsell revenue targets.
• Identify and capture qualified sales leads from corporate travelers, event planners, group bookings, and extended-stay guests; document and route leads promptly to the sales team or General Manager.
• Promote Hilton Honors enrollment, hotel amenities, and direct booking channels to maximize revenue per available room (RevPAR) and reduce OTA dependency.
• Track personal upsell performance and conversion rates; participate in incentive programs and sales contests.

Core Front Desk Responsibilities

• Perform all check-in and check-out procedures efficiently and accurately using the property management system (OnQ/PMS), including ID verification, payment processing, key encoding, and guest registration.
• Manage reservations, cancellations, and modifications via phone, email, walk-in, and OTA channels.
• Handle cash, credit card transactions, and end-of-shift balancing with complete accuracy; prepare daily audit reports during night audit shifts.
• Coordinate room assignments to optimize housekeeping flow, maintenance schedules, and guest preferences.
• Respond to all incoming calls within three rings; provide knowledgeable information about the hotel, local attractions, dining, and transportation.
• Maintain a clean, organized, and welcoming front desk and lobby area at all times.

Cross-Departmental Flexibility

• Willingly assist housekeeping with room inspections, linen delivery, or room turns during high-demand periods.
• Support breakfast service setup, replenishment, and breakdown when needed.
• Assist maintenance with guest room work order follow-ups and minor operational tasks.
• Help with laundry operations, public area upkeep, or shuttle service as required.
• Act as the Manager on Duty (MOD) when designated, handling operational decisions across all departments.
• Demonstrate a genuine "all hands on deck" mentality - no task is beneath this role when it benefits the guest experience or the team.

Qualifications & Requirements

• 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; candidates with strong customer service backgrounds in retail, food service, or call centers will also be considered.
• Full availability across all shifts: AM (7am-3pm), PM (3pm-11pm), overnight/night audit (11pm-7am), weekends, and holidays - this is non-negotiable for this position.
• Proven ability to handle difficult guest situations with empathy, patience, and professionalism. Must provide examples during the interview process.
• Demonstrated experience in upselling, suggestive selling, or revenue generation in any service industry.
• Proficiency with hotel PMS systems (OnQ, Opera, Fosse, or similar); strong general computer skills.
• Excellent verbal and written communication skills; bilingual ability is a plus.
• Ability to stand for extended periods, lift up to 25 lbs, and work in a fast-paced environment.
• Must pass a background check and maintain a professional appearance consistent with Hilton brand standards.

Compensation & Benefits

• Competitive hourly rate commensurate with experience.
• Guaranteed performance bonus paid on a regular schedule.
• Paid days off and paid sick time.
• Hilton Team Member Travel Program -significantly discounted employee rates at over 7,400 Hilton properties worldwide across all Hilton brands, including:

Waldorf Astoria Conrad LXR Hotels & Resorts Signia by Hilton Hilton Hotels & Resorts Curio Collection DoubleTree by Hilton Tapestry Collection Embassy Suites Tempo by Hilton Motto by Hilton Hilton Garden Inn Hampton by Hilton Tru by Hilton Homewood Suites Home2 Suites Spark by Hilton Graduate Hotels LivSmart Studios

• Upward mobility and career growth opportunities - we actively promote from within. Top-performing Hotel Ambassador/Sales are first in line for advancement into Front Desk Supervisor, Assistant General Manager, and General Manager roles across our portfolio.
• Hilton Honors enrollment and brand-specific training and certification programs.
• Opportunities to gain experience across multiple departments, building a well-rounded hospitality career.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify duties as business needs evolve. This position is at-will employment. Hampton Inn Lancaster, OH is an equal opportunity employer.