GUEST SERVICE REPRESENTATIVE I (FLEX)

NEXCOM•Green Landing, MD

4d•Onsite

About The Position

This role requires a welcoming manner and positive attitude, with effective communication skills to professionally interact with guests. Responsibilities include answering guest questions about lodging facilities, amenities, and local attractions. The representative will assist guests with all requests, both in person and via telephone, including making, confirming, and cancelling reservations, collecting payments, processing check-ins/check-outs, verifying patron eligibility, and assigning guest rooms. Maintaining outstanding guest relations is paramount. The role involves communicating with other associates and management regarding operations and guest issues, applying knowledge of standard operating procedures, and processing reservations within established guidelines. When rooms are unavailable, the representative will provide a certificate of non-availability (CNA) and/or alternative lodging options. Assistance may be provided to management for group reservations and reconciling shift transactions. Handling and resolving guest complaints, including adjusting room fees and check-in/check-out times, is a key function, with unusual issues escalated to supervisors. The representative will register guests, assign rooms, issue keys, transmit messages, maintain records of occupied rooms and guest accounts, and operate a multi-line telephone system. Responsibilities also include managing front desk inventory, maintaining a clean and safe front desk and lobby area, and securing assigned master keys. Training and instructing new personnel may be required. The role utilizes the Property Management System (PMS) for guest information, reservations, and credit card authorization. Assisting with Lost and Found procedures and logging trouble calls are also part of the duties. The representative may operate a POS system for convenience store sales, assist with stocking, and ensure wake-up calls are handled promptly. Maintaining and exchanging change funds, securing records, and potentially generating PMS reports are also included. Preparing Close Bank Reports and receipts at the end of each shift is required. Depending on the role, responsibilities may extend to setting up and cleaning the breakfast bar, replenishing items, and obtaining food handling certifications. Laundry assistance and delivering supplies may also be required. A valid state driver's license may be needed for travel to other lodging facilities. The position requires working all shifts, including weekends and holidays, and potentially maintaining operations during emergencies. Obtaining NHG front desk certification within 6 months of employment may be required.

Requirements

One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One 1 year progressively responsible experience related to the position to be filled.
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.

Responsibilities

Possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests answering guest questions concerning lodging facilities, amenities and provides information about local attractions
Assist guests with all requests, in person or via telephone, including, but not limited to, 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 etc.
Greet and welcome guests upon sight, always maintaining outstanding guest relations.
Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
Apply knowledge of standard operating procedures, processes and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area.
Assist Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilize commitment agreement for all group per brand standards.
Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
Interact with guests and receive and resolve guests' complaints, including but not limited to: adjusting room fees, adjusting check-in/check-out times consistent with program policy, and refer unusual issues to immediate supervisor for assistance and/or resolution. Utilize judgment and understanding of policies and procedures to better assist guests.
Register and assign rooms to guests, issuing room keys or cards; transmit and receive messages, and keep records of occupied rooms and guest accounts, make and confirm reservations, presenting statements and collecting payments, as necessary.
Operate a multi-line telephone system, record and deliver messages, as required, and answer inquiries pertaining to services, base facilities, area attractions and travel directions.
Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk. Keep the front desk and lobby area clean and safe.
Responsible for assigned master key. Properly log in and out using key log for record. Report lost key to supervisor immediately, for security reasons.
Assist the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as requested by the guests. Verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges.
Assist the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards.
Log trouble calls in the PMS and ensure the appropriate department is notified. Relocate guests to a different room, when required.
Operate POS to record sales from convenience store (if applicable). May assist in maintaining and stocking adequate supply levels.
Ensure all wake up calls are handled promptly and properly. Type any miscellaneous memos/correspondence required in the course of performing assigned duties.
Exchange and maintain rotating change fund and daily log of moneys received and deposited. Securely maintain all records and access to guest safety deposit boxes; if applicable.
May be required to generate and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports as well as other daily, monthly or annual occupancy reports. Verify accuracy of charges and make appropriate changes if errors occur.
Complete all computer generated reports, as assigned, and notate any account discrepancies for action by management.
Prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.
May be responsible for the set-up and breakdown/clean-up of the complimentary "self-service" breakfast bar. Assist with preparing, heating, displaying and replenishing breakfast items available to guests during breakfast hours. Ensure surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour. Required to obtain proper food handling certifications as applicable.
May be required to assist in laundry facility and issue/deliver supplies to guests.
May be required to possess a valid state driver's license to travel to other lodging facilities as needed, within the normal scope of duties.
Will be required to work all shifts, including weekends and holidays as scheduled.
May be called upon to maintain operations during inclement weather and other emergencies for short period of time, during the absence of supervisor, GM or AGM.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as, any other requirements.
Perform other duties as assigned.