Guest Experience Representative - Oxford Suites Pendleton
Oxford Suites Pendleton is under new leadership! We're growing our team and looking for passionate, dependable people who are ready to be part of an exciting new chapter. Whether you have experience in hospitality or are looking to start a new career, we'd love to meet you!
We're hiring for multiple positions throughout the hotel and are looking for team members who:
- Have a passion for providing outstanding guest service
- Take pride in their work and pay attention to detail
- Are dependable and enjoy working as part of a team
- Have a positive attitude and a willingness to learn
- Want to help create an exceptional experience for every guest, every stay
Hiring Fair – On-the-Spot Hiring!
📅 August 6 & 7 at the Oxford Suites Pendleton
🕖 7:00 AM – 12:00 PM
🕑 2:00 PM – 6:00 PM
Join us for our two-day hiring event where you'll have the opportunity to interview with our leadership team and receive on-the-spot hiring opportunities for qualified candidates. Come ready to interview, learn about our open positions, and discover what makes Oxford Suites Pendleton a great place to build your career.
About the role
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.
Responsibilities
- 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 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, promotions, 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 vehicles
- 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.
Skills
- 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
Qualifications
- High School Diploma or GED preferred
- 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
Requirements
- 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
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
- Must be able to frequently lift 20 lbs. and occasionally up to 50 lbs.
Benefits
- 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