Oxford Hotel Bend - Guest Experience Representative

About the role

The Guest Experience Representative at Oxford Collection of Hotels is responsible for delivering a warm, professional, and seamless check-in and check-out experience. This role requires exceptional customer service, attention to detail, and the ability to anticipate and accommodate guest needs while maintaining the highest standards of hospitality.

Responsibilities

• Welcome guests with a polished and professional demeanor, ensuring a smooth check-in and check-out process.
• Provide detailed information about the hotel, its amenities, and expert-level local recommendations.
• Process guest reservations, payments, and special requests accurately, maintaining discretion and confidentiality at all times.
• Offer upgrades, amenities, and special services to enhance guest experiences, anticipating guest needs, delivering personalized, luxury-level service.
• Cook up with bell staff and Valet for transportation needs, luggage assistance and special requests.
• Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery, and service gestures consistent with Forbes service standards.
• Maintain knowledge of VIP guests, repeat visitors, and special accommodations.
• Ensure seamless coordination with housekeeping, Valet, Bell staff, and food & beverage teams for guest requests.
• Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer.

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.

Qualifications

• A high school diploma or GED.
• 2+ years prior experience in customer service or hospitality.
• 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.

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.

Schedule

Flexible schedule including evening, weekends and holidays.

Pay

Competitive pay and performance-based incentives.