Guest Experience Representative - Hotel

Oxford Suites & Hotels•Bend, OR

About The Position

At Oxford Collection of Hotels, we don’t just provide jobs—we cultivate careers in a culture that values innovation, teamwork, and personal growth. As a rapidly growing and progressive hospitality company, we recognize that our employees are the key to our success. We foster a supportive, inclusive, and dynamic work environment where every team member is empowered to excel. We’re looking for passionate, guest-focused individuals to join our team! Whether you're starting your hospitality career or bringing years of experience, if you thrive in a fast-paced, people-first environment, we’d love to meet you. POSITION SUMMARY: The Guest Experience Representative at one of Oxfords Four-Diamond luxury or boutique-style hotels is responsible for delivering a warm, professional, and seamless check-in and check-out experience. This role requires exceptional customer service, attention to detail, and the ability to anticipate and accommodate guest needs while maintaining the highest standards of hospitality. The Guest Experience Representative plays a crucial role in striving to meet and exceed Four-Star service standards, delivering high-quality service and amenities with strong attention to detail, ensuring excellence in every guest interaction, and consistently exceeding expectations.

Requirements

Proof of eligibility to work in the United States
Reliable transportation to and from work
Ability to work a flexible schedule including evening, weekends and holidays
Regular and reliable attendance
Must be able to stand on feet throughout the day
Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
Must be able to climb stairs both inside and outside and frequently lift 20 lbs. and occasionally up to 50 lbs
Adaptability/Flexibility - Maintains focus and a positive attitude amidst change or under pressure
Company Character - Supports company vision and values
Customer Focus - Builds positive and fruitful customer relationships
Detail Orientation - Is accurate and methodical with details and/or numbers
Ethics Integrity Values - Ably builds trust and is widely trusted
Interpersonal Communication - Relates well with people verbally and in written form
Stress Management - Functions well under stress
Team Orientation - Works cooperatively with others, establishes rapport, and is organizationally sensitive

Nice To Haves

High School Diploma or GED preferred.
2+ years prior experience in customer service or hospitality
Familiarity with basic computer applications such as Microsoft Office is advantageous.
Any previous experience in a front desk, reception, or related role is a plus but not mandatory.

Responsibilities

Welcome guests with a polished and professional demeanor, ensuring a smooth check-in and check-out process.
Provide detailed information about the hotel, its amenities, and expert-level local recommendations
Process guest reservations, payments, and special requests accurately, maintaining discretion and confidentiality at all times
Offer upgrades, amenities, and special services to enhance guest experiences, anticipating guest needs, delivering personalized, luxury-level service
Coordinate with bell staff and Valet for transportation needs, luggage assistance and special requests.
Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery, and service gestures consistent with Forbes service standards
Maintain knowledge of VIP guests, repeat visitors, and special accommodations
Ensure seamless coordination with housekeeping, Valet, Bell staff, and food & beverage teams for guest requests
Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations
Promptly answer the telephone using positive and clear communication. Input messages into the computer
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
Be knowledgeable about and able to respond to emergency situations
Enter all maintenance issues and requests into the maintenance tracking system
Generate and print daily and weekly reports
Resolve system discrepancies such as the room status report with Housekeeping, inventory oversell balancing, and guest balances
Assist with sales or other administrative tasks as assigned including group rooming lists, proactive guest communication, and website audits
Complete daily activity log with pertinent shift information
Complete guest incident reports and relay guest incidents to supervisor and property management team
Access and accurately input information using a computer system and provided software
May be required to drive the hotel shuttle or vehicle’s
This position may be trained for Night Audit coverage
Adhere to attendance policies and maintain regular availability for scheduled shifts
Other hotel related duties as assigned