GUEST SERVICE REPRESENTATIVE I

NEXCOM•Groton, CT

12h•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, 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 of 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.
Answer guest questions concerning lodging facilities, amenities, and local attractions.
Assist guests with all requests in person or via telephone, including making, confirming, and canceling reservations, collecting payments, and presenting lodging receipts.
Handle check-in, check-out processes, authorized patron verification, guest room assignments, and credit card processing.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Utilize judgment and understanding of policies and procedures to assist guests.
Operate a multi-line telephone system.
Keep the front desk and lobby area clean and safe.
Securely maintain all records and access to guest safety deposit boxes.
May be required to possess a valid state driver's license.
May be required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment.
May be required to obtain proper food handling certifications.

Responsibilities

Serves as the first point of contact with guests, handling all stages of their stay, accommodating special requests, and resolving issues.
Responsible for front desk operations, lobby appearance, guest service-related office operations, and guest safety, security, and privacy.
Greets and welcomes guests, maintaining outstanding guest relations.
Communicates with lodging associates and chain of command regarding operations, guest issues, or situations requiring immediate attention.
Processes reservations, providing certificates of non-availability or alternative lodging options when rooms are unavailable.
Assists with group reservations and utilizes commitment agreements.
Reconciles shift transactions of all accounts and outlets, ensuring balancing while maintaining guest service.
Receives and resolves guest complaints, including adjusting room fees and check-in/check-out times, and refers unusual issues to supervisors.
Registers guests, assigns rooms, issues keys, transmits messages, and keeps records of occupied rooms and guest accounts.
Operates a multi-line telephone system, records and delivers messages, and answers inquiries about services, base facilities, area attractions, and travel directions.
Responsible for inventory of keys, supplies, and amenities at the front desk.
Keeps the front desk and lobby area clean and safe.
Responsible for assigned master key, logging its use, and reporting lost keys immediately.
Assists in training and instructing personnel assigned to the Front Desk.
Utilizes the Property Management System (PMS) for guest information, reservations, and changes.
Verifies registration information, secures credit cards for incidental expenses, and authorizes credit card charges.
Assists in ensuring Lost and Found procedures are utilized and disposal processes are adhered to.
Logs trouble calls in PMS and ensures appropriate departments are notified.
Relocates guests to different rooms when required.
Operates POS to record sales from the convenience store, if applicable, and may assist in stocking.
Ensures all wake-up calls are handled promptly and properly.
Types miscellaneous memos and correspondence.
Exchanges and maintains rotating change fund and daily log of moneys received and deposited.
Securely maintains all records and access to guest safety deposit boxes, if applicable.
Generates and prints various reports from the PMS, such as Expected Arrivals, Departure List, In-House Guest List, and Night Audit reports.
Verifies accuracy of charges and makes appropriate changes for errors.
Completes computer-generated reports and notates account discrepancies for management action.
Prepares 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.
Ensures 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.
Required to 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.
Performs other duties as assigned.