GUEST SERVICE REPRESENTATIVE I - FLEX (0 - 19.5 hrs/week)

NEXCOM•Pensacola, FL

11h•Onsite

About The Position

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of guests' stays, 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.

Requirements

One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One 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.

Nice To Haves

Possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Professionally interact with guests.
Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests.
May be required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment as well as any other requirements.

Responsibilities

Serve as the first point of contact with guests, handling all stages of their stay.
Accommodate special requests and resolve guest issues.
Manage front desk operations, lobby appearance, and guest service-related office operations.
Ensure the safety, security, and privacy of all guests.
Greet and welcome guests, maintaining outstanding guest relations.
Answer guest questions concerning lodging facilities, amenities, and provide information about local attractions.
Assist guests with requests in person or via telephone, including making, confirming, and cancelling reservations.
Collect payments and present lodging receipts.
Manage check-in/check-out processes and authorized patron verification.
Assign guest rooms and process credit card payments.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Apply knowledge of standard operating procedures and patron eligibility rules.
Process reservations within established guidelines.
Provide certificates of non-availability (CNA) and/or alternative lodging options when rooms are unavailable.
Assist with handling group reservations and utilizing commitment agreements.
Reconcile shift transactions of all accounts and outlets, ensuring balancing.
Resolve guest complaints, including adjusting room fees and check-in/check-out times.
Refer unusual issues to supervisors for assistance or resolution.
Utilize judgment and understanding of policies and procedures to assist guests.
Register guests, assign rooms, issue room keys/cards, and transmit/receive messages.
Keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries.
Maintain inventory of keys, supplies, and amenities at the front desk.
Keep the front desk and lobby area clean and safe.
Log in and out using the key log and report lost keys immediately.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information, reservations, and changes.
Verify registration information, secure credit cards for incidental expenses, and authorize credit card for room charges.
Assist in managing the Lost and Found and disposal processes.
Log trouble calls in the PMS and notify the appropriate department.
Relocate guests to different rooms when required.
Operate POS to record sales from convenience store, if applicable.
Assist in maintaining and stocking adequate supply levels.
Ensure all wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
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.
Generate and print various reports from the PMS.
Verify accuracy of charges and make appropriate changes.
Complete computer-generated reports and notate account discrepancies.
Prepare Close Bank Report and receipts at the end of each shift.
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.
Ensure breakfast area is returned to its original state and free of leftover food.
Obtain proper food handling certifications as applicable.
May assist in the laundry facility and issue/deliver supplies to guests.
May be required to possess a valid state driver's license.
Work all shifts including weekends and holidays as scheduled.
Maintain operations during inclement weather and other emergencies.
Obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment.
Perform other duties as assigned.