Oxford Suites Pendleton - Guest Experience Representative

Oxford Suites Pendleton - Guest Experience Representative

Base pay range: $15.00/hr - $16.50/hr

At Oxford Collection of Hotels, we don’t just provide jobs—we cultivate careers in a culture that values innovation, teamwork, and personal growth. 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.

• 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

The Front Desk Agent is responsible for providing each guest with exceptional customer service and creating an excellent first impression and a lasting memorable experience. Focus on sharing the Oxford Hospitality Fundamentals at every encounter.

• Assist guests with arrival and departure, including occasional bell or valet assistance as needed, while providing positive guest experiences
• Complete the registration process, confirming pertinent information in accordance with 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 as well as local area offerings and events
• Always provide a high level of customer service, taking time with guests to ensure every aspect of their stay meets expectations
• Maintain confidentiality of all guest and hotel information
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolution
• Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner
• Resolve guest issues using the Oxford Guest Recovery method
• Resolve discrepancies on the room status report with Housekeeping
• Answer the telephone using positive and clear communication; input messages into the computer
• 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
• Report any maintenance repairs needed immediately to the supervisor or property management team

• Generate and print daily and weekly reports
• Resolve system discrepancies such as 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 them 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

• 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 – Accurate and methodical with details and/or numbers
• Ethics and Integrity – 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

• Education:
  
  High School Diploma or GED preferred
• Experience:
  
  Prior experience in customer service or hospitality is…