GUEST SERVICE REPRESENTATIVE I - (Full-time w/Benefits)

About the role

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property. Handles all stages of guests' stay, accommodating special requests and resolving issues that may arise. Responsible for front desk operations, lobby appearance, guest service, related office operations, and the safety, security, and privacy of all guests.

Responsibilities

• Demonstrate a welcoming manner and positive attitude, with effective communication skills to professionally interact with guests, answer questions about lodging facilities and amenities, and provide information about local attractions.
• Assist guests with requests in person or via telephone, including making, confirming, and/or canceling room reservations, collecting payments, presenting lodging receipts, managing check-in/check-out processes, verifying authorized patrons, assigning guest rooms, and processing credit cards.
• Greet and welcome guests upon sight, maintaining outstanding guest relations.
• Communicate with lodging associates and chain of command 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) and alternative lodging options when rooms are unavailable.
• Assist the Front Office Manager, Supervisor, or Assistant General Manager (AGM) with group reservations using 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 (consistent with program policy), and escalating unusual issues to a supervisor.
• Register and assign rooms to guests, issue room 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 answer inquiries 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.
• Responsibly manage the assigned master key, logging its use and reporting any loss to a supervisor immediately.
• Assist in training and instructing front desk personnel.
• Utilize the Property Management System (PMS) to access and update guest information, reservations, and registration details, including securing credit cards for incidental expenses and authorizing room charges.
• Ensure the Lost and Found process is followed in the PMS according to brand standards.
• 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, maintain a rotating change fund, and log 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 if errors occur.
• Complete computer-generated reports, noting any 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 the complimentary "self-service" breakfast bar, including preparing, heating, displaying, and replenishing breakfast items, and ensuring the area is clean by the end of breakfast 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.

OR

• Substitution of education for experience: Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.

Schedule

Full-Time (35+ hours per week).