Oxford Suites Pendleton - Guest Experience Representative

Oxford Suites & Hotels•Pendleton, OR

10h•Onsite

About The Position

At Oxford Collection of Hotels, 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. The Front Desk Agent is responsible for providing each guest exceptional customer service and creating an excellent first impression and a lasting and memorable experience for each guest of the Oxford Collection of hotels, focusing on sharing the Oxford Hospitality Fundamentals at every encounter.

Requirements

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
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

Nice To Haves

High School Diploma or GED preferred
Prior experience in customer service or hospitality is beneficial but not required
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

Provide superior guest services including check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements
Provide information and services to any guest or visitor in a friendly, professional manner while upholding the Oxford Collection of hotels standards and culture
Assist guests with arrival and departure from hotel, including occasional bell or valet assistance as needed, while providing positive guests experiences
Complete the registration process, confirming pertinent information in accordance to established guidelines
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Provide information about the hotel, rooms, amenities, packages and promotions in addition to local area offerings and events
Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations
Maintain confidentiality of all guests and hotel information
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation
Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner
Resolve guest issues using Oxford Guest Recovery method
Resolve discrepancies on the room status report with Housekeeping
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
Report any maintenance repairs needed immediately to their supervisor or property management team
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