Guest Experience Representative - Suites

About the role

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.

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.

Benefits

• Competitive pay and performance-based incentives
• Medical, dental, and vision coverage
• 401(k) with profit sharing
• Generous paid time off
• Exclusive discounts at our properties
• Ongoing training, leadership development, and career growth opportunities

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 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

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

• 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

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

• 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 and frequently lift 20 lbs. and occasionally up to 50 lbs