Guest Experience Representative - Oxford Suites Hermiston

Oxford Suites & Hotels•HER, Hermiston, OR, US, OR

3d•$15 - $16

About The Position

The Guest Experience Representative (Front Desk Agent) provides exceptional customer service and creates a positive first impression and a memorable experience for guests of Oxford Collection of Hotels. The role focuses on sharing Oxford Hospitality Fundamentals at every guest interaction and upholding the company’s standards and culture. The position primarily supports guest arrivals and departures, registration, payments, guest inquiries, issue resolution, and communication with hotel departments. It also handles reporting and administrative tasks, may drive a hotel shuttle or vehicle, and may receive training to cover Night Audit. On-the-job training is provided. The position requires a flexible schedule, including evenings, weekends, and holidays, and reliable attendance. 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, including 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 outdoors in a variety of weather conditions, including rain, wind, snow, and heat.
Ability to climb stairs indoors and outdoors.
Ability to frequently lift 20 pounds and occasionally lift up to 50 pounds.

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 front desk, reception, or related experience is a plus but not mandatory.

Responsibilities

Provide courteous and efficient guest check-in and check-out, including occasional bell or valet assistance as needed.
Complete guest registration and confirm pertinent information according to established guidelines.
Communicate guest information, special requests, and amenity deliveries to designated departments or personnel.
Provide information about the hotel, rooms, amenities, packages, promotions, local offerings, and events.
Deliver attentive customer service and maintain confidentiality of guest and hotel information.
Document guest requests, complaints, and problems promptly and notify the appropriate personnel for resolution.
Handle cash and credit card transactions and process guest accounts accurately and efficiently at checkout.
Resolve guest issues using the Oxford Guest Recovery method.
Resolve room-status discrepancies with Housekeeping and address other system discrepancies, including inventory oversell balancing and guest balances.
Answer telephone calls promptly and communicate clearly and positively; enter messages into the computer.
Maintain professional personal appearance and grooming, including the proper uniform and nametag.
Understand and respond appropriately to emergency situations.
Report needed maintenance repairs promptly to a supervisor or property management team.
Generate and print daily and weekly reports.
Assist with sales and administrative tasks as assigned, including group rooming lists, proactive guest communication, and website audits.
Complete a daily activity log with pertinent shift information.
Complete guest incident reports and relay incidents to a supervisor and property management team.
Access and accurately enter information using computer systems and provided software.
Drive the hotel shuttle or vehicles if required.
May be trained to provide Night Audit coverage.
Follow attendance policies and maintain regular availability for scheduled shifts.
Perform other hotel-related duties as assigned.