GUEST SERVICE REPRESENTATIVE I

NEXCOM•Groton, CT

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, accommodating special requests and resolving issues throughout guests’ stays. 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 guest inquiries, reservations, check-in and check-out, payments, room assignments, account reconciliation, and complaint resolution. It also supports property operations by maintaining front desk supplies and key records, using the property management system and point-of-sale system, preparing reports, and coordinating with lodging associates and management. Additional duties may include supporting group reservations, training front desk personnel, breakfast service, laundry services, and operations during emergencies.

Requirements

One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily, and one year of progressively responsible experience related to the position; college, university, or junior-college study above the high school level may substitute at one-half academic year of study for six months of experience.
Ability to communicate effectively and interact professionally with guests.
A welcoming manner and positive attitude.
Ability to use property management systems and, when applicable, point-of-sale systems.
Ability to work all shifts, including weekends and holidays, as scheduled.

Nice To Haves

A valid state driver's license may be required for travel to other lodging facilities.
Food-handling certifications may be required when applicable.
NHG front desk certification may be required within six months of employment, along with any other requirements.

Responsibilities

Welcome and assist guests in person and by telephone, answer questions about lodging facilities, amenities, local attractions, base facilities, and travel directions, and maintain positive guest relations.
Make, confirm, and cancel reservations; verify patron eligibility and registration information; assign rooms; issue keys or cards; check guests in and out; process credit cards and payments; and provide lodging receipts and statements.
Communicate with lodging associates and the chain of command about operations, guest issues, and situations requiring immediate attention.
Process reservation requests under established guidelines and provide a certificate of non-availability or alternative lodging options when rooms are unavailable.
Assist the Front Office Manager, Supervisor, or Assistant General Manager with group reservations and use commitment agreements in accordance with brand standards.
Reconcile shift transactions for property accounts and outlets and maintain complete balancing.
Receive and resolve guest complaints, make permitted adjustments to room fees and check-in or check-out times, and refer unusual issues to a supervisor as needed.
Operate a multi-line telephone system, record and deliver messages, and ensure wake-up calls are handled promptly.
Maintain inventory of front desk keys, supplies, and amenities; keep the front desk and lobby clean and safe; and properly log the assigned master key and immediately report a lost key.
Assist management with training and instructing front desk personnel.
Use the property management system to access guest and reservation information, modify or cancel reservations, log trouble calls, support lost-and-found processes, and relocate guests when necessary.
Operate the point-of-sale system for convenience store sales when applicable and assist with maintaining and stocking supplies.
Exchange and maintain the rotating change fund and daily money logs; securely maintain records and access to guest safety deposit boxes when applicable.
Generate and print property-management and occupancy reports when required, verify charges, correct errors, complete assigned computer-generated reports, and note account discrepancies for management.
Prepare the Close Bank Report and receipts at the end of each shift according to established procedures.
When assigned, set up, clean, and replenish the complimentary self-service breakfast bar, handle food in accordance with applicable certification requirements, and restore the area after breakfast service.
When required, assist in the laundry facility and issue or deliver supplies to guests.
When required, travel to other lodging facilities within the normal scope of duties and maintain operations during inclement weather or other emergencies in the absence of a supervisor, GM, or AGM.
Work all scheduled shifts, including weekends and holidays, and perform other duties as assigned.
Obtain NHG front desk certification within six months of employment if required.