GUEST SERVICE REPRESENTATIVE I - NAVAL BASE - FLEX

NEXCOM•Santa Rita, GU

4d•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. This role handles all stages of guests' stays, accommodating special requests as needed and resolving issues that may arise. The Guest Service Representative is 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 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.

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.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Process reservations, collect payments, and present lodging receipts.
Perform check-in and check-out processes, including authorized patron verification and guest room assignments.
Reconcile shift transactions of all accounts and outlets, ensuring balancing.
Handle and resolve guest complaints, adjusting fees or check-in/check-out times as appropriate.
Register guests, assign rooms, issue keys, and maintain 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.
Manage assigned master key, logging its use and reporting any loss immediately.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information, reservations, and trouble calls.
Verify registration information, secure credit cards for incidental expenses, and authorize credit cards for room charges.
Assist in ensuring the Lost and Found is utilized correctly in the PMS.
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 assist in maintaining stock levels.
Ensure all wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
Exchange and maintain a 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, verifying accuracy and noting 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, heating, displaying, and replenishing items.
Ensure the breakfast area is returned to its original state and free of leftover food.
May be required to obtain proper food handling certifications.
May be required to assist in the laundry facility and issue/deliver supplies to guests.
May be required to possess a valid state driver's license for travel to other lodging facilities.
Work all shifts, including weekends and holidays, as scheduled.
May be called upon to maintain operations during inclement weather and other emergencies.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.
Perform other duties as assigned.