GUEST SERVICE REPRESENTATIVE I (FULL-TIME w/BENEFITS) -NAVY LODGE

Federal full-time position with excellent benefits including medical & dental insurance, life insurance, short-term and long-term disability insurance, paid annual & sick leave, matching 401K plan, and pension plan.

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 a guest’s stay, accommodates special requests, and resolves 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

• Possess a welcoming manner and positive attitude; demonstrate effective communication skills.
• Professionally interact with guests, answer questions about lodging facilities, amenities, and provide information about local attractions.
• Assist guests with requests in person or via telephone, including making, confirming, or canceling room reservations, collecting payments, presenting lodging receipts, and managing check-in/check-out processes.
• Perform authorized patron verification, guest room assignments, credit card processing, and other front desk duties.
• Greet and welcome guests while 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; issue Certificates of Non-Availability (CNA) or provide 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 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 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.
• Responsible for assigned master key; log in and out using the key log and report lost keys immediately.
• Assist in training and instructing front desk personnel.
• Utilize the Property Management System (PMS) to access guest information, retrieve or modify reservations, and verify registration details.
• Secure a credit card for incidental expenses and authorize room charges.
• Ensure Lost and Found procedures are followed 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.
• Prepare miscellaneous memos and correspondence as needed.
• Exchange and maintain a rotating change fund; log daily moneys received and deposited.
• Maintain secure 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 accuracy of charges and correct errors as needed.
• Complete computer-generated reports and note account discrepancies for management action.
• Prepare Close Bank Report and receipts at the end of each shift.
• Set up, maintain, and clean the complimentary self-service breakfast bar; ensure the area is restored to its original state after breakfast hours.
• Obtain proper food handling certifications, if applicable.
• Assist in the laundry facility and deliver supplies to guests, if required.
• Possess a valid state driver’s license to travel to other lodging facilities as needed.
• 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.
• 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 may substitute for experience: one-half academic year of study above the high school level may substitute for 6 months of experience.

Benefits

• Medical & dental insurance
• Life insurance
• Short-term and long-term disability insurance
• Paid annual & sick leave
• Matching 401K plan
• Pension plan

Schedule

Full-time (35+ hours per week). Required to work all shifts, including weekends and holidays as scheduled.

Primary location: United States-Hawaii-Honolulu, Pearl Harbor.