Guest Experience Representative At Oxford Collection of Hotels, we cultivate careers in a culture that values innovation, teamwork, and personal growth. 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.
What We Offer:
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
Position Summary:
The Guest Experience Representative at one of Oxfords Four-Diamond luxury or boutique-style 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. The Guest Experience Representative plays a crucial role in striving to meet and exceed Four-Star service standards, delivering high-quality service and amenities with strong attention to detail, ensuring excellence in every guest interaction, and consistently exceeding expectations.
Essential Duties & Responsibilities:- All duties and responsibilities of this position are to be performed with exceptional caring and genuine guest service upholding the Oxford Collection of hotels standards and culture at all times.
- Guest Services (80%):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
- Coordinate 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
- 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
- Enter all maintenance issues and requests into the maintenance tracking system
- 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'sThis 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
- Core Skills and Values:
- 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
Preferred Education & Experience:- High School Diploma or GED preferred.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.
Job 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
Oxford Collection of hotels is proud to be an Equal Opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all candidates and employees. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
All offers are contingent on pre-employment screening.
