Hotel Sales Ambassador

Hampton Inn Sidney, OH

A Hilton Brand Property

We are looking for a dynamic, guest-focused Hotel Ambassador/Sales Representative to join our team at the Hampton Inn Sidney, 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.

• 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 escal

• 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.

• Perform all check-in and check-out procedures efficiently and accurately using the property management system (OnQ/PMS), including , 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.

• 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.

• 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…