Guest Experience Representative - Suites

Oxford Suites & Hotels•Rohnert Park, CA

2d•$19 - $21

About The Position

The Guest Experience Representative 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 encounter and handling front desk, guest service, and administrative responsibilities in accordance with hotel standards and culture. The position assists guests throughout arrival and departure, completes registration and payment procedures, communicates guest needs to relevant departments, answers questions about hotel and local offerings, documents and helps resolve guest concerns, and maintains accurate guest and room information. It also involves administrative reporting, shift documentation, computer data entry, and other hotel-related duties. The representative may occasionally assist with bell or valet services, drive a hotel vehicle or shuttle, and receive training for Night Audit coverage. On-the-job training is provided.

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 outside in varied weather conditions, including rain, wind, snow, and heat.
Ability to climb stairs inside and outside, frequently lift 20 pounds, and occasionally lift up to 50 pounds.
Ability to communicate and work cooperatively with others, maintain focus under pressure, demonstrate attention to detail, and build positive customer relationships.

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 and efficient guest check-in and check-out services and process payments according to hotel requirements.
Assist with guest arrivals and departures, including occasional bell or valet assistance as needed.
Complete guest registration and confirm information according to established guidelines.
Communicate guest information, special requests, and amenity delivery needs to designated departments or personnel.
Provide information about the hotel, rooms, amenities, packages, promotions, local offerings, and events.
Deliver attentive customer service and help ensure each guest’s stay meets expectations.
Maintain confidentiality of guest and hotel information.
Promptly document guest requests, complaints, and problems, and notify the appropriate personnel for resolution.
Handle cash and credit card transactions and accurately process guest accounts 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 system.
Maintain appropriate personal appearance and grooming, including wearing the proper uniform and nametag.
Know how to respond to emergency situations and report needed maintenance repairs 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 a computer system and provided software.
May drive the hotel shuttle or other vehicles.
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.