GUEST SERVICE REPRESENTATIVE I

NEXCOM•Newport, RI

About The Position

Serves as the first point of contact for guests at a NEXCOM Hospitality Group (NHG) property and supports guests throughout their stay, accommodating special requests and resolving issues. The role is responsible for front desk operations, lobby appearance, guest-service-related office operations, and the safety, security, and privacy of guests. The position handles reservations, check-ins and check-outs, guest inquiries, payments, account records, and front desk reporting. It also coordinates guest requests and maintenance, maintains the cleanliness and security of front desk areas, and may provide support for convenience store, food and beverage, laundry, and other lodging operations. Assigned shifts may include weekends and holidays, and the employee may support operations during emergencies, inclement weather, or temporary management absences.

Requirements

One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
One year of progressively responsible experience related to the position, or qualifying college, university, or junior-college study above the high-school level substituted at the rate of one-half academic year of study for six months of experience.
May be required to possess a valid state driver’s license when travel between lodging facilities is required.
May be required to obtain NHG front desk certification within six months of employment and complete other required training.
May be required to obtain food-handling certifications when assisting with food and beverage offerings.

Responsibilities

Welcome guests and provide courteous service, information about lodging, amenities, base facilities, local attractions, and directions.
Process check-ins and check-outs, verify patron eligibility, assign rooms, issue keys, manage reservations, collect payments, and provide receipts according to established procedures.
Use the Property Management System (PMS) to create, modify, confirm, and cancel reservations and maintain accurate guest records, room assignments, and account information.
Issue Certificates of Non-Availability (CNA) and provide alternative lodging options when necessary.
Assist management with group reservations and commitment agreements in accordance with brand standards.
Respond to guest requests and complaints, resolve routine issues, make permitted adjustments to room charges or check-in/check-out times, and refer complex matters to management.
Operate multi-line telephone systems, respond to inquiries, record and deliver messages, and coordinate guest requests such as wake-up calls.
Communicate operational concerns, guest issues, and emergencies to appropriate lodging personnel and management.
Coordinate maintenance requests through the PMS and arrange guest room relocations as needed.
Process credit card transactions, maintain change funds, reconcile daily transactions and guest accounts, prepare shift-closing reports, and account for receipts, deposits, and charges accurately.
Generate and review PMS reports, including arrivals, departures, occupancy, guest accounts, and night audit reports; identify discrepancies, make corrections, or refer issues to management.
Maintain front desk inventory, supplies, amenities, and assigned keys; follow security procedures for master keys, guest records, and safety deposit boxes if applicable.
Keep lobby and front desk areas clean, organized, and safe.
Assist management with training front desk personnel and maintaining Lost and Found records and disposal procedures in accordance with brand standards.
Operate point-of-sale (POS) systems for convenience store purchases if applicable and assist with inventory replenishment and stocking.
May prepare, heat, display, replenish, and clean up guest food and beverage offerings, including breakfast, snacks, and refreshments; maintain sanitary service areas and obtain required food-handling certifications.
May assist with laundry operations, distribution of guest supplies, and other lodging support functions.
May travel between lodging facilities and may be required to possess a valid state driver’s license.
Work assigned shifts, including weekends and holidays, and may maintain operations during emergencies, inclement weather, or temporary management absences.
May obtain NHG front desk certification within six months of employment and complete other required training.
Perform other duties as assigned.