Oxford Suites Yakima - Guest Experience Representative

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

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 for every guest of the Oxford Collection of hotels. Focusing on sharing the Oxford Hospitality Fundamentals at every encounter.

Guest Services (80%)

• Assist guests with arrival and departure from hotel, including occasional bell or valet assistance as needed, while providing positive guest 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
• 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.

• 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…