Guest Experience Representative - Suites

About the role

Oxford Suites Bellingham is seeking applicants for our full-time Guest Experience Representative position. Evening (3 pm - 11 pm) and weekend availability is needed for consideration. 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’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.

Responsibilities

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.

• Provide superior guest services including check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements
• Provide information and services to any guest or visitor in a friendly, professional manner while upholding the Oxford Collection of hotels standards and culture
• 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
• 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

Requirements

• Proof of eligibility to work in the United States
• Reliable transportation to and from work
• Ability to work a flexible schedule including evening, 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 and 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

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.

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