GUEST SERVICE REPRESENTATIVE I (Flex)

NEXCOM•Kittery, ME

1d•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’ stay. This role accommodates special requests, resolves issues, and is responsible for front desk operations, lobby appearance, guest service, related office operations, and the safety, security, and privacy of all guests.

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.
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.
Possess knowledge of local attractions.
Ability to handle group reservations.
Ability to operate POS for convenience store sales.
Ability to assist with laundry facility operations.
Possess a valid state driver’s license.
Required to obtain proper food handling certifications as applicable.
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.
Ensure the safety, security, and privacy of all guests.
Greet and welcome guests, maintaining outstanding guest relations.
Assist guests with requests, including reservations, payments, check-in/check-out, and verification.
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 and provide certificates of non-availability or alternative lodging options when rooms are unavailable.
Assist with group reservations and utilize commitment agreements.
Reconcile shift transactions and balance accounts.
Receive and resolve guest complaints, adjusting fees or times as appropriate, and referring unusual issues to supervisors.
Register guests, assign rooms, issue keys, and manage guest records and accounts.
Operate a multi-line telephone system, record 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 and manage assigned master keys, reporting any loss immediately.
Assist in training and instructing front desk personnel.
Utilize the Property Management System (PMS) for guest information, reservations, and verification.
Secure credit cards and authorize charges.
Assist in managing the Lost and Found process.
Log trouble calls in PMS and notify the appropriate department.
Relocate guests to different rooms when required.
Operate POS to record sales from convenience store (if applicable) and assist with stocking.
Ensure 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.
Generate and print reports from the PMS, verifying accuracy and making corrections.
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, breakdown, and clean-up of the complimentary breakfast bar, including preparing and replenishing items.
May be required to assist in the laundry facility and issue/deliver supplies.
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.
May be required to obtain NHG front desk certification within 6 months of employment.
Perform other duties as assigned.