Guest Experience Representative - Suites
About The Position
The Guest Experience Representative is responsible for providing exceptional customer service, creating an excellent first impression, and delivering a memorable experience for guests of Oxford Collection of Hotels. The role focuses on sharing the Oxford Hospitality Fundamentals at every encounter and includes guest services, administrative work, and other hotel-related duties. The representative assists guests throughout arrival and departure, completes registration and payment processes, answers questions about the hotel and local area, communicates requests to appropriate departments, and addresses guest concerns. The role also involves maintaining guest confidentiality, supporting hotel operations through reports and records, and responding appropriately to emergencies and maintenance needs. This position may include occasional bell or valet assistance, driving a hotel vehicle or shuttle, and training for Night Audit coverage. The schedule may include evenings, weekends, and holidays. On-the-job training is provided. The position requires standing throughout the day and performing a range of movements and occasional lifting.
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 inside and outside.
- 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 will be 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 services and process payments according to hotel requirements.
- Assist guests with arrival and departure, including occasional bell or valet assistance, and provide a positive guest experience.
- Complete guest registration and confirm pertinent information in accordance with 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.
- Maintain a high level of customer service and ensure guests’ needs and expectations are addressed throughout their stay.
- Maintain confidentiality of guest and hotel information.
- Document guest requests, complaints, and problems promptly and notify the designated personnel for resolution.
- 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 address inventory oversell balancing and guest balance discrepancies.
- Answer telephone calls promptly and communicate clearly and positively; enter messages into the computer.
- Maintain personal appearance and grooming standards, including wearing the proper uniform and nametag.
- Be knowledgeable about 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 the daily activity log with pertinent shift information.
- Complete guest incident reports and relay incidents to a supervisor and property management team.
- Access and accurately input information using computer systems and provided software.
- Drive the hotel shuttle or vehicles when 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
No Education Listed
