Oxford Suites Pendleton - Guest Experience Representative

Oxford Suites Pendleton – Guest Experience Representative

Location:

Pendleton, OR, US. Regular Full Time. Salary Range: $15.50 to $16.50 Annually.

The Guest Experience Representative is responsible for providing each guest exceptional customer service and creating an excellent first impression at the Oxford Collection of hotels. This includes sharing the Oxford Hospitality Fundamentals at every encounter.

• Assist guests with arrival and departure from the hotel, 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 (e.g., 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 guests 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 efficiently and accurately.
• Resolve guest issues using the 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 system.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• 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 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.
• 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 – Is 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 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.

• 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.

• 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.
• 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.