Guest Experience Representative - Hotel

Overview

At Oxford Collection of Hotels, we don’t just provide jobs—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.

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 properties—because 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!

The Guest Experience Representative at one of Oxford s Four-Diamond luxury or boutique-style hotels is responsible for delivering a warm, professional, and seamless check-in and check-out experience. This role requires exceptional customer service, attention to detail, and the ability to anticipate and accommodate guest needs while maintaining the highest standards of hospitality. The Guest Experience Representative plays a crucial role in striving to meet and exceed Four-Star service standards, delivering high-quality service and amenities with strong attention to detail, ensuring excellence in every guest interaction, and consistently exceeding expectations.

All duties and responsibilities of this position are to be performed with exceptional caring and genuine guest service, upholding the Oxford Collection of Hotels standards and culture at all times.

• Welcome guests with a polished and professional demeanor, ensuring a smooth check-in and check-out process.
• Provide detailed information about the hotel, its amenities, and expert-level local recommendations.
• Process guest reservations, payments, and special requests accurately, maintaining discretion and confidentiality at all times.
• Offer upgrades, amenities, and special services to enhance guest experiences, anticipating guest needs, delivering personalized, luxury-level service.
• Coordinate with bell staff and Valet for transportation needs, luggage assistance and special requests.
• Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery and service gestures consistent with Forbes service standards.
• Maintain knowledge of VIP guests, repeat visitors, and special accommodations.
• Ensure seamless coordination with housekeeping, Valet, Bell staff, and food & beverage teams for guest requests.
• Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer system.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Be knowledgeable about and able to respond to emergency situations.
• Enter all maintenance issues and requests into the maintenance tracking system.

• 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.

• 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…