Guest Experience Representative - Suites
About The Position
The Guest Experience Representative, also 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 Oxford Hospitality Fundamentals at every guest interaction and upholding the company’s standards and culture. The representative assists guests throughout arrival and departure, completes registration and payment processes, provides information about hotel services and local offerings, responds to requests and complaints, and coordinates with other departments. The position also includes front-desk administration, maintaining accurate records and reports, and other hotel-related tasks as assigned. Occasional bell or valet assistance may be needed; the employee may also drive a hotel shuttle or vehicle and may be trained to cover Night Audit.
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 varied weather conditions, including rain, wind, snow, and heat.
- Ability to climb stairs indoors and outdoors, frequently lift 20 pounds, and occasionally lift up to 50 pounds.
- Strong adaptability and flexibility, customer focus, attention to detail, integrity, interpersonal communication, stress management, and teamwork.
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, efficient check-in and check-out service and process payments according to hotel requirements.
- Assist guests with arrival and departure, including occasional bell or valet assistance, and complete the registration process in accordance with guidelines.
- Communicate guest information and special requests to designated departments or personnel.
- Provide information about the hotel, rooms, amenities, packages, promotions, and local-area offerings and events.
- Maintain a high level of customer service and ensure guests’ needs and expectations are addressed.
- Maintain confidentiality of guest and hotel information.
- Document guest requests, complaints, and problems promptly and notify 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 other system discrepancies, including inventory oversell balancing and guest balances.
- Answer telephone calls promptly and communicate clearly; enter messages into the computer system.
- Maintain required personal appearance, grooming, uniform, and nametag standards.
- Know how to respond 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.
- Accurately access and enter information using a computer system and provided software.
- Drive the hotel shuttle or vehicles when required.
- May train for Night Audit coverage.
- Follow attendance policies, maintain reliable availability for scheduled shifts, and 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
