Guest Experience Representative - Suites

Oxford Collection of Hotels

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.

What We Offer: Competitive pay and performance-based incentives Medical, dental, and vision coverage for peace of mind 401(k) with profit sharing to invest in your future Generous paid time off so you can recharge Exclusive discounts at our propertiesbecause you deserve great getaways, too! Ongoing training, leadership development, and career growth opportunities

Ready to be part of something exceptional? Apply today and let's create memorable guest experiences together!

Front Desk Agent

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.

Essential Duties & 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.

Guest Services (80%):

• 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

Administration (10%):

• 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

Other (10%):

• 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

Additional tasks may be assigned, modified or changed as no employee has any inherent right to any particular job or authority.

Core Skills and Values:

• 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

Preferred Education & Experience:

• Education: High School Diploma or GED preferred.
• Experience: Prior experience in customer service or hospitality is beneficial but not required. On-the-job training will be provided.
• 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.

Job Requirements:

• 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

Physical Requirements:

• Must be able to stand on feet throughout the day;
• Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
• Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
• Must be able to climb stairs both inside and outside and frequently lift 20 lbs. and occasionally up to 50 lbs

Oxford Collection of hotels is proud to be an Equal Opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all candidates and employees. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. All offers are contingent on pre-employment screening.