Hotel Guest Experience Representative

Wage & Job info: 

The Oxford Collection of hotels is a rapidly growing, innovative and progressive organization that truly recognizes the value of its employees. We are looking to expand our exceptional team with talented, energetic individuals who embrace our values and are devoted to being second to none. We offer competitive pay and a robust benefits package (medical, dental, vision, 401k/profit sharing, PTO, and property discounts).

The Guest Experience Representative is responsible for providing the first point of contact to guests and creating an excellent first impression for the guests of the Oxford Collection of hotels while maintaining sanitation and cleanliness standards.

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 Experience (80%): Register guests into computer system, verifying registrations, address and credit information. Answering all incoming calls with guest inquiries. Remain available to guests at all times. Provides general hotel information to guests. Responsible for appropriate key control. Solicits guest feedback regarding hotel services and take action to solve deficiencies. Updates availability in computer system as needed. Communicates frequently with housekeeping, maintenance and bistro. Ensures the front desk remains organized while maintaining sanitation and cleanliness standards at all times. Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients & guests. 
  Perform all tasks in compliance with federal, state, local, food safety and sanitation requirements and Oxford Collection of hotels safety standards and security procedures. Be knowledgeable about and able to respond to emergency situations. Report any maintenance repairs needed immediately to their supervisor or General Manager.
• Administration (10%): Must be aware of inventory of rooms at all times. Reports any guest incidents to Evening Manager, AGM and/or GM. Counts bank and reports discrepancies to management.
• Other (10%): May participate in drivers program. Other hotel related duties as assigned. 

COMPETENCIES

• Detail Orientation - Is accurate and methodical with details and / or numbers
• Stress Management – Functions well under stress
• Adaptability / Flexibility – Maintains focus and positive attitude amidst change or under pressure
• Interpersonal Communication – Relates well with people, verbally and in written form
• Customer Focus – Builds positive and fruitful customer relationships
• Team Orientation – Works cooperatively with others, establisher rapport, and is organizationally sensitive
• Ethics, Integrity, Values – Ably builds trust, and is widely trusted
• Company Character – Supports company vision and values

EDUCATION & EXPERIENCE

• High School Diploma or GED preferred
• One year customer service preferred 
• Experience with Microsoft Office products
• Hospitality Experience preferred

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.

The 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 without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. This policy applies to all terms and conditions of employment? 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 preemployment screening.