GUEST SERVICE REPRESENTATIVE I - FLEX (0 - 19.5 hrs/week)

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites or Navy Lodge property, handling all stages of a guest’s stay, accommodating special requests, and resolving issues.

Responsibilities

• Greet and welcome guests with a positive attitude, answering questions about lodging facilities, amenities, and local attractions.
• Assist guests with requests in person or via telephone, including making, confirming, and cancelling reservations, processing payments, check-in/check-out, authorized patron verification, and room assignments.
• Maintain outstanding guest relations and communicate with lodging associates and management regarding operations or guest issues requiring immediate attention.
• Apply knowledge of standard operating procedures, patron eligibility, and reservation 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 and commitment agreements per brand standards.
• Reconcile shift transactions, ensuring complete balancing while maintaining guest service.
• Resolve guest complaints, including adjusting room fees or check-in/check-out times consistent with program policy.
• Register guests, assign rooms, issue keys, transmit 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, and travel directions.
• Maintain inventory of front desk supplies, keys, and amenities, and ensure the lobby area is clean and safe.
• Report lost keys immediately and log key usage for security.
• Assist in training front desk personnel.
• Utilize the Property Management System (PMS) to access and update guest information, reservations, and credit card authorizations.
• Log trouble calls in the PMS and notify appropriate departments.
• Relocate guests to different rooms when required.
• Operate POS systems for convenience store sales, if applicable, and maintain adequate supply levels.
• Handle wake-up calls promptly and accurately.
• Prepare miscellaneous memos and correspondence as needed.
• Exchange and maintain a rotating change fund, log daily transactions, and securely maintain guest safety deposit box records.
• Generate and print reports from the PMS, such as Expected Arrivals/Departures, In-House Guest List, and Night Audit reports.
• Verify accuracy of charges and correct errors as needed.
• Complete Close Bank Report and receipts at the end of each shift.
• Set up, maintain, and clean the complimentary self-service breakfast bar, ensuring proper food handling certifications if applicable.
• Assist in the laundry facility and deliver supplies to guests as needed.
• Possess a valid state driver’s license to travel to other lodging facilities if required.
• Work all shifts, including weekends and holidays, and maintain operations during emergencies or supervisor absence.
• Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.
• 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 in a related role (e.g., front desk, hospitality).
• Substitution: College or university study may substitute for experience at a rate of one-half academic year for 6 months of experience.

Primary location: Pensacola, Florida.