GUEST SERVICE REPRESENTATIVE I - (RPT)

NEXCOM•Memphis, TN

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of guests’ stays. The role accommodates special requests and resolves issues while supporting front desk operations, lobby appearance, guest service, related office operations, and the safety, security, and privacy of guests. The representative may also assist with breakfast service, laundry operations, supply delivery, and maintaining lodging operations during emergencies.

Requirements

One year of general office or clerical experience demonstrating the ability to perform clerical duties satisfactorily, and one year of progressively responsible experience related to the position; alternatively, qualifying 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.
Must work all shifts as scheduled, including weekends and holidays.
May be required to obtain NHG front desk certification within six months of employment and meet other requirements.
May be required to possess a valid state driver's license to travel to other lodging facilities.
Must obtain proper food-handling certifications if applicable to assigned breakfast duties.

Responsibilities

Welcome guests and maintain positive guest relations; answer questions about lodging facilities, amenities, local attractions, base facilities, and travel directions.
Assist guests in person and by telephone with reservations, reservation changes and cancellations, payments, receipts, check-in and check-out, patron eligibility verification, room assignments, and credit card processing.
Communicate with lodging associates and the chain of command about operations, guest issues, and situations requiring immediate attention.
Apply standard operating procedures and patron eligibility rules; process reservations within established guidelines and provide a certificate of non-availability or alternative lodging options when rooms are unavailable.
Assist management with group reservations and use commitment agreements in accordance with brand standards.
Reconcile shift transactions for property accounts and outlets, balance accounts, and maintain guest service.
Receive and resolve guest complaints, make permitted adjustments to room fees or check-in/check-out times, and refer unusual issues to a supervisor.
Register and assign guests to rooms; issue keys or cards; transmit and receive messages; maintain occupied-room and guest-account records; prepare statements; and collect payments.
Operate the multi-line telephone system, record and deliver messages, and respond to inquiries.
Maintain front desk key, supply, and amenity inventory; keep the front desk and lobby clean and safe; and properly log the assigned master key and immediately report lost keys.
Assist management with training and instructing front desk personnel.
Use the Property Management System (PMS) to access guest and reservation information, update reservations, verify registration information, and secure and authorize credit cards for incidental and room charges.
Assist management with Lost and Found records and disposal processes in accordance with brand standards.
Log trouble calls in the PMS, notify the appropriate department, and relocate guests when required.
Operate the point-of-sale system for convenience-store sales, when applicable, and may maintain and replenish stock.
Handle wake-up calls; prepare miscellaneous correspondence; maintain the rotating change fund and daily money log; and securely maintain records and access to guest safety deposit boxes, when applicable.
Generate and print PMS and occupancy reports as needed, 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 in accordance with established procedures.
May set up, break down, and clean the complimentary self-service breakfast bar; prepare, heat, display, and replenish breakfast items; and maintain the area, obtaining food-handling certifications as applicable.
May assist in the laundry facility and issue or deliver supplies to guests.
May drive to other lodging facilities within the normal scope of duties, if required.
Work all scheduled shifts, including weekends and holidays; may maintain operations during inclement weather or other emergencies for short periods in the absence of a supervisor, GM, or AGM.
May obtain NHG front desk certification within six months of employment and meet other requirements.
Perform other duties as assigned.