GUEST SERVICE REPRESENTATIVE I

About the role

This position is the welcoming face of the lodging facility, responsible for delivering outstanding guest service while managing front desk operations, reservations, check-in/check-out processes, and guest inquiries.

Responsibilities

• Greet and welcome guests, maintaining professional and positive interactions at all times.
• Assist guests with requests in person or via telephone, including making, confirming, or canceling reservations, processing payments, and presenting receipts.
• Manage the check-in/check-out process, including authorized patron verification, room assignments, and credit card processing.
• Answer guest questions about lodging facilities, amenities, and local attractions.
• Communicate with lodging associates and management regarding operations, guest issues, or situations requiring immediate attention.
• Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
• Process reservations within established guidelines; provide certificates of non-availability (CNA) or alternative lodging options when rooms are unavailable.
• Assist the Front Office Manager, Supervisor, or Assistant General Manager (AGM) with group reservations, utilizing commitment agreements per brand standards.
• Reconcile shift transactions for all property accounts and outlets, ensuring complete balancing while maintaining guest service.
• Resolve guest complaints, including adjusting room fees, check-in/check-out times, and referring unusual issues to a supervisor.
• Register guests, assign rooms, issue keys or cards, transmit and receive messages, and maintain records of occupied rooms and guest accounts.
• Operate a multi-line telephone system, record and deliver messages, and provide information about services, base facilities, area attractions, and travel directions.
• Maintain inventory of front desk supplies, keys, and amenities; keep the front desk and lobby area clean and safe.
• Log and report lost keys immediately for security purposes.
• Assist in training and instructing front desk personnel.
• Utilize the Property Management System (PMS) to access and update guest information, reservations, and registration details.
• Verify registration information and secure credit cards for incidental expenses and room charges.
• Manage the Lost and Found process in the PMS, adhering to brand standards for disposal.
• Log trouble calls in the PMS and notify the appropriate department.
• Relocate guests to different rooms when required.
• Operate a POS system to record sales from the convenience store (if applicable) and maintain adequate supply levels.
• Handle wake-up calls promptly and accurately.
• Type miscellaneous memos or correspondence as needed.
• Exchange and maintain a rotating change fund, logging daily moneys received and deposited.
• Securely maintain records and access to guest safety deposit boxes (if applicable).
• Generate and print reports from the PMS, such as Expected Arrivals, Departure List, In-House Guest List, Night Audit reports, and other occupancy reports.
• Verify the accuracy of charges and make corrections for any errors.
• Complete computer-generated reports and note account discrepancies for management action.
• Prepare the Close Bank Report and receipts at the end of each shift according to established procedures.
• Set up, maintain, and clean up the complimentary "self-service" breakfast bar, including preparing, heating, displaying, and replenishing breakfast items.
• Ensure the breakfast area is returned to its original state and free of leftover food by the end of designated hours.
• Obtain proper food handling certifications as applicable.
• Assist in the laundry facility and issue/deliver supplies to guests as needed.
• Possess a valid state driver's license to travel to other lodging facilities within the normal scope of duties, if required.
• Work all shifts, including weekends and holidays, as scheduled.
• Maintain operations during inclement weather or emergencies in the absence of a supervisor, GM, or AGM.
• Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, along with any other required certifications.
• Perform other duties as assigned.

Requirements

• One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
• One year of progressively responsible experience related to the position to be filled.
• Education substitution: Study completed in a college, university, or junior college above the high school level may substitute one-half academic year of study for 6 months of experience.

Schedule

Flexible (0 - 19.5 hours per week).

Primary location: United States-Maryland-Patuxent River.