GUEST SERVICE REPRESENTATIVE I-Part Time

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

• Demonstrate a welcoming manner and positive attitude; professionally interact with guests by answering questions about lodging facilities, amenities, and 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.
• 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; 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) in handling 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 or check-in/check-out times consistent with program policy; refer unusual issues to a supervisor.
• Register and assign rooms to guests, issue room keys or cards, transmit and receive messages, and keep 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 all keys, supplies, and amenities at the front desk; 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 to a supervisor immediately.
• Train and instruct personnel assigned to the Front Desk under the guidance of the Front Office Manager, Supervisor, or AGM.
• 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 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 properly.
• Type miscellaneous memos or correspondence as required.
• Exchange and maintain a rotating change fund; 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 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 the complimentary self-service breakfast bar, including heating, displaying, and replenishing items; ensure the area is returned to its original state by the end of breakfast hours.
• Obtain proper food handling certifications as applicable.
• Assist in the laundry facility and issue or 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 requirements.
• Perform other duties as assigned.

Requirements

• One (1) year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
• One (1) 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

Part-time (20 - 34.5 hours).