GUEST SERVICE REPRESENTATIVE I (PART-TIME W/BENEFITS)

Part-time position (20 - 34.5 hours).

Benefits

• Medical & Dental Insurance
• Life Insurance
• Paid Annual & Sick Leave
• Matching 401K Plan
• Pension Plan

About the role

Serves as 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 as needed 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

• Possess a welcoming manner and positive attitude; demonstrate effective communication skills.
• Professionally interact with guests, answering questions about lodging facilities, amenities, and local attractions.
• Assist guests with requests in person or via telephone, including:
  • Making, confirming, and/or cancelling room reservations
  • Collecting payments and presenting lodging receipts
  • Check-in/check-out process
  • Authorized patron verification
  • Guest room assignments
  • Credit card processing
• Greet and welcome guests upon sight, maintaining outstanding guest relations.
• Communicate with all lodging associates and chain of command concerning operations, guest issues, or situations requiring immediate attention.
• Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
• Receive and process reservations within established guidelines.
• Provide a certificate of non-availability (CNA) and/or alternative lodging options when rooms are unavailable.
• Assist Front Office Manager/Supervisor or Assistant General Manager (AGM) in handling group reservations using commitment agreements per brand standards.
• Reconcile shift transactions of all 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 referring unusual issues to a supervisor.
• Register and assign rooms to guests, issue room keys/cards, transmit/receive messages, and keep records of occupied rooms and guest accounts.
• Operate a multi-line telephone system, record/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/out using key log for record. Report lost keys to supervisor immediately for security reasons.
• Assist the Front Office Manager/Supervisor or AGM in training and instructing front desk personnel.
• Utilize the Property Management System (PMS) to access guest information, retrieve/cancel reservations, and verify registration details.
• Secure a credit card for incidental expenses and authorize credit card for room charges.
• Assist in ensuring 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 POS to record sales from the convenience store (if applicable) and maintain adequate supply levels.
• Ensure all wake-up calls are handled promptly and properly.
• Type miscellaneous memos and correspondence as required.
• 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 various reports from the PMS (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit reports, occupancy reports).
• Verify accuracy of charges and make corrections if errors occur.
• Complete computer-generated reports and note account discrepancies for management action.
• Prepare Close Bank Report and receipts at the end of each shift per established procedures.
• Set up, break down, and clean up the complimentary self-service breakfast bar; prepare, display, and replenish 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.
• 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.
• Substitution of education for experience: Study completed 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 per week).

Primary location: United States-Florida-Jacksonville.