Guest Experience Representative - Oxford Suites Downtown Spokane
About The Position
The Guest Experience Representative (described in the posting as a Front Desk Agent) provides exceptional customer service and creates a positive first impression and memorable experience for guests of Oxford Collection of Hotels. The role focuses on sharing the Oxford Hospitality Fundamentals during every guest interaction and upholding the company’s standards and culture. The position handles guest arrivals and departures, registrations, payments, guest inquiries and requests, and issue resolution. It also includes report generation, administrative support, accurate use of computer systems and software, and communication of relevant guest or incident information. The representative may occasionally assist with bell or valet duties, drive a hotel shuttle or vehicle, and receive training for Night Audit coverage. Other hotel-related duties may be assigned. The role requires reliable attendance, a flexible schedule that can include evenings, weekends, and holidays, and the physical ability to stand throughout the day and perform the listed lifting, movement, and outdoor work demands. On-the-job training is provided. Offers are contingent on pre-employment screening.
Requirements
- Proof of eligibility to work in the United States.
- Reliable transportation to and from work.
- Ability to work a flexible schedule that includes evenings, weekends, and holidays.
- Regular and reliable attendance.
- Ability to stand throughout the day.
- Ability to frequently perform simple grasping, fine manipulation, and repetitive hand and arm movements.
- Ability to occasionally bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces.
- Ability to walk outside in varying weather conditions, including rain, wind, snow, and heat.
- Ability to climb stairs inside and outside.
- Ability to frequently lift 20 pounds and occasionally lift up to 50 pounds.
- Ability to use computer systems and provided software accurately.
Nice To Haves
- High school diploma or GED preferred.
- Prior customer service or hospitality experience is beneficial but not required; on-the-job training is provided.
- Familiarity with basic computer applications such as Microsoft Office is advantageous.
- Previous experience in a front desk, reception, or related role is a plus but not mandatory.
Responsibilities
- Provide courteous and efficient guest check-in and check-out, registration, and payment processing.
- Assist guests with arrival and departure, including occasional bell or valet assistance as needed.
- Communicate guest information and requests to designated departments or personnel.
- Provide information about the hotel, rooms, amenities, packages, promotions, local offerings, and events.
- Maintain a high level of customer service and protect the confidentiality of guest and hotel information.
- Document guest requests, complaints, and problems promptly and notify the appropriate personnel.
- Handle cash and credit card transactions and process guest accounts accurately at checkout.
- Resolve guest issues using the Oxford Guest Recovery method.
- Resolve room-status discrepancies with Housekeeping and other system discrepancies, including inventory oversells and guest balances.
- Answer telephone calls promptly, communicate clearly, and enter messages into the computer.
- Maintain appropriate personal appearance, grooming, uniform, and nametag.
- Be knowledgeable about and respond to emergency situations.
- Report needed maintenance repairs to a supervisor or property management team.
- Generate and print daily and weekly reports.
- Assist with sales or administrative tasks as assigned, including group rooming lists, proactive guest communication, and website audits.
- Complete the daily activity log and guest incident reports, and relay incident information to the supervisor and property management team.
- Access and accurately enter information using a computer system and provided software.
- Drive the hotel shuttle or other vehicles if required.
- May train for Night Audit coverage.
- Follow attendance policies and maintain regular availability for scheduled shifts.
- Perform other hotel-related duties as assigned.
Benefits
- Competitive pay and performance-based incentives.
- Medical, dental, and vision coverage.
- 401(k) with profit sharing.
- Generous paid time off.
- Exclusive discounts at company properties.
- Ongoing training, leadership development, and career growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
